Which platform am I using?
If you’re not receiving incoming calls in the uConnected mobile app, it’s usually due to a device or notification setting rather than an issue with your service. Calls to the mobile app rely on push notifications. If notifications are delayed, restricted, or blocked, the app won’t alert you to incoming calls.
This guide focuses specifically on calls to the mobile app. It does not relate to calls forwarded to your mobile number or calls dropping out during a conversation. Please work through the steps below. In most cases, this resolves the issue.
1. Reinstall the app
Remove the app completely from your device, then reinstall it from the app store. This ensures you are running the latest version, and that any corrupted app data is cleared.
2. Check in-app notification settings
Open the app and go to: Profile → Notifications
- Ensure all notification options are enabled
- Tap Troubleshoot Notifications
- Allow the tests to complete
If any warnings or errors are shown, please take a screenshot and share it with our support team.
3. Review device notification and battery settings
Your device settings are the most common cause of missed calls. Please check the following:
Disable any modes that limit notifications
- Focus modes (Android or iOS equivalents)
- Do Not Disturb
- Digital Wellbeing / downtime settings
Check battery and power settings
- Disable Low Power Mode
- Disable Battery Optimisation for the uConnected app
- Add the app as an exception if supported
Check app permissions
- Ensure notifications are fully enabled
- Confirm the app is allowed to run in the background
- Make sure no restrictions are applied
4. Check your internet connection
The mobile app requires a stable internet connection to receive calls. Try the following:
- Switch between Wi-Fi and mobile data (4G or 5G)
- Try a completely different network
- Avoid networks with firewalls, filtering, or VPNs
Keep in mind:
- Connections can become unreliable when moving, such as in a vehicle
- Coverage may be limited in certain areas
- Network congestion can affect performance
Still having issues?
If you’ve completed the steps above and are still not receiving calls, please contact our support team and include:
- Your device type and operating system version
- A screenshot of the Troubleshoot Notifications result
- Confirmation of which steps you’ve already tried
This will help us investigate further and get things working as quickly as possible.
