Cannot make or receive calls, text and internet work fine

Hello rjpkrp,

I just came up on your post and I seem to be having the same issues as you. I have A51 5G and starting today I have not been able to receive or make calls. Mobile data such as texting and surfing streaming work fine. I've tried on off, resetting network, resetting sim card, turning on and off mobile data and nothing has worked. I was also thinking it was sim card but after reading your post it can't be since other services work. How was your problem resolved? One last thing, this morning, a Samsung system update was successfully installed. Did you have problems after an update?

Thank you,

Eddie 

I am having the same problem. I did a factory reset after trying everything and I was able to make calls, but now I am unable once again. Samsung A51 5G. Please post a solution publicly so we can make calls.

I'm having the same issue. After I updated my phone with the latest update, I can't make or receive calls. Internet and text work just fine. I talked with chat support and even went to a store about the problem, but no luck. We tried what everyone else has mentioned and then some.

From what I gather from a chat support person, people have been letting Cricket know about this issue. Please, if anyone has a solution to fix the problem, let's us know what it is. Hopefully, they issue a fix soon.

Update, my fix was short lived. My problem has returned. I can't make or receive calls anymore, again. Tomorrow will try a sim card from a different carrier, (unlocked phone) to exclude Samsung update and phone as the problem. Will post follow up. 

So this has to be an issue with the update.  I put my sim into my son’s phone (C5 Endi) and was able to make calls.  I put his sim in my phone….no calls, but had text and internet.  So the update is the issue, everything worked great prior to that.  Cricket pushed out an update that broke our phones, but then expects us to buy a new phone because they say ours is now broken.  Not happy.

You go into the store and they tell you you need a new phone.  Technically the phone is broken because it cannot make calls.  However, it was the update that broke it.  Unfortunately, hard resetting a phone does not roll back the updates, so even after a “master reset” the phone will still not make calls.  All I can do is text, not sure that will do me any good in a “911” situation though……. 

None yet.  Cricket said that SAMSUNG is working on it.  So who really knows what is going on.

This is not solved.  Just got off of a chat.  below is the chat thread.  They don’t have a timeline for a fix.  everyone needs to start requesting credit to your account.  Good luck.

BOT: I know we've already been over this, but can you remind me what you need help with today? I need to let our agent know.  

USER: is there a fix from the recent cricket software update that shut down my ability to place and receive phone calls.  when I try to place a call it says couldn't connect and when someone calls me it goes straight to voicemail.  All other apps work fine 

BOT: Got it! I'm connecting you now.  
BOT: We are experiencing higher than normal call and live chat volumes. To save time, please use our myCricket app, or website. Your chat may be monitored and recorded for quality purposes. 

AGENT (Sean): Welcome to Cricket!  My name is Sean, am I chatting with Greg?  

USER: yes 

AGENT (Sean): Hello Greg, nice to meet you! 
AGENT (Sean): Greg, I understand you need some help with the services, do not worry as I shall be getting this fixed for you asap. 
AGENT (Sean): Requesting you to let me know your 4 digit passcode so that I can authenticate the account. 

USER: 0327 

AGENT (Sean): Thanks for sharing the passcode. 
AGENT (Sean): I see that the account is locked due to multiple attempts, I have texted you the one time passcode. Kindly confirm me the same. 

USER: 4306 

AGENT (Sean): Thanks for that. 
AGENT (Sean): Kindly confirm me the line with which you are facing the issue. 

USER: 3145416830 

AGENT (Sean): Thanks for the number. 
AGENT (Sean):  How long have you been experiencing this issue? 

USER: since last Tuesday 4/11 right after the cricket software update was installed 

AGENT (Sean): May I know what phone it is? 

USER: Samsung A51 

AGENT (Sean): Thanks for the details., 
AGENT (Sean): I just got an update for you. 
AGENT (Sean): Would like to inform you that an update is yet to release for your phone. 
AGENT (Sean): Would request you to wait for the same and once it is released and is updated, the issue should be resolved. 

USER: so you are saying there isn't an update yet to fix the problem the last update caused 

AGENT (Sean): That should be getting released in sometime. 

USER: What is the timeframe for the release 

AGENT (Sean): The team is already on it. Would suggest you to once check if there are any pending updates/ 
AGENT (Sean): Request you to once check if the phone already has it. 
AGENT (Sean): Hope that we are still connected 

USER: I have been checking for updates for the last week.  In the meantime, am I to go without a phone?  This is completely unacceptable.  I think cricket should be crediting my account for not being able to use services that you impaired on my device. 

AGENT (Sean): I understand, I apologize for the inconvenience. 
AGENT (Sean): But do not worry as the update should be getting on your phone in sometime. 
AGENT (Sean): Request you to allow us sometime while our team is on it. 

USER: That is what was told to me last week. 
USER: Again you should credit my account for not being able to use services you impaired.  How do I go about getting credit 

AGENT (Sean): I understand that but the update is getting released soon. 

USER: When is soon.  give me a timeframe 

AGENT (Sean): I can credit the account with $5 against you not being able to use the services. 
AGENT (Sean): I am afraid as we do not have an ETA at the moment but would suggest you to once check tomorrow. 

USER: again i have been checking everyday.  I  think a $25 credit is more in line with the circumstances 

AGENT (Sean): Apologies for the late response. 
AGENT (Sean): I have checked my resources and in this case, I can proceed with a credit of $10. 
AGENT (Sean): Shall I proceed with that? 
AGENT (Sean): Hello are you there?  

USER: Again, at this time a $25 credit is more in line.  Maybe I should be billing you for the lost income from missing phone calls caused by your system update. 

AGENT (Sean): I see that you have 4 lines on the $55 unlimited core plan, each line costing $25 a month effectively. 
AGENT (Sean): Since you have been facing the issue for a week, $10 is the max that I can proceed with. 
AGENT (Sean): Shall I credit that into your account? 

USER: Then every week I will be requesting $10 credit that services are not provided.  So go ahead with the $10 credit. 

AGENT (Sean): I have credited the account with $10. 
AGENT (Sean): Your amount due by 22 April 2023 now is 98.00. 

USER: I think Cricket should be posting something about this on their website.  Also I will be requesting the amount my wife had to pay for a new phone due to crickets negligence. 

AGENT (Sean): I understand that and do apologize for the inconvenience. 
AGENT (Sean): But do not worry as our team is working on the concern and we shall be getting this resolved for you as soon as possib. 
AGENT (Sean): possible* 
 

Hmm…..worth a shot.  If not we can just continue to wait, I suppose.  How do you get around the broken update?

Another work-around from Cricket Support on Twitter. Not personally tested yet:

The current workaround for A51 5G users who are not able to make/receive calls after the recent software update is to ensure that the Samsung Messaging app is the default messaging client.  If you are using Messages by Google or another Messaging app, the user should change their messaging app back to the default Samsung Messaging app and the issue will be resolved. For most Samsung devices, you can change this in Settings > Apps > 3 dots > Default Apps > SMS App.

I just downloaded a new software update. I have been testing my phone after the installation and everything seems to be working correctly. I'm able to make and receive calls, have internet and send text messages. If I run into any issues I will post on this thread and if anyone else does, please post as well.

So after having the phone working for 5 days now, then this morning all of the sudden no calls again (couldn’t connect).  Had to restart in safe mode than restart again.  Hopefully this isn’t an ongoing thing.  Just kind of a nuisance, since I didn’t know I wasn’t receiving calls until someone emailed me and said to turn on my phone.