Galaxy S8+ phone app doesn't work, calls going straight to voicemail. All else works!

[Members_J8hvN6w]

Hello and I am hoping for some suggestions here if anyone would be so kind. 75 yo and not as saavy as I once was about tech. My galaxy s8+ phone works completely fine except for when calling it shows the contact's photo, says calling, but never rings out. When someone calls it goes straight to voicemail.

When I make TextNow 3rd party phone app default it works, but of course with Textnow's phone number not my own. I called my service provider, SafeLink, and they suggested reinstalling the sim. I looked at that and in desperation I tried and it slightly cracked the corner of the back glass. I did not realize it was glass. I looked on Youtube how to remove the back and it's very complicated.

Once more, everything works but the calling out, and incoming goes right to Voicemail and can be retrieved. Oddly, as mentioned Textnow phone app works. But people don't know that number to contact me. 

Is a sim removal the only option now. Should I call Safelink again and see if they can check again? Would a phone reset help?

Thanks so much from that old Vet who's lost the cutting edge touch on tech.


jack ";-Dx

[realaud]

Does your carrier support wi-fi calling and, if so, do you have it turned on?  Cracking the glass on the back of your phone should not affect calls.  If you are not able to make calls, and the calls are going directly to voicemail, it's a carrier issue and it could be because of a weak or inconsistent cellular signal.  Wi-Fi calling will assist with signal fluctuations. Both the phone and carrier must support wi-fi calling.

[Members_J8hvN6w]

Yes, I was not strictly in order in my message. The glass wasn't cracked previous, I did that trying to get to the sim per support call. 

Thank you so very much. I have tried it both wifi and Data and neither works. Multiple times. Using the 3rd party it works both with wifi and just data. In the past it's worked flawlessly for several years now. I'm at a loss. I must consider now what the cost of going to a shop and having them take the back off just to flip the sim. 

[realaud]

Unless the s8 is different, you should not have to remove the back to check the sim. The sim is in a pullout tray, usually located on the side or top of the phone. There is a small pinhole to identify it and you need a tool or unbent paper clip to open it.

[Members_J8hvN6w · Accepted solution]

Thanks so much. The pin hole is not avail on this s8+ and you can see, as if, the conflicted process of removing it here in the YT link below. Using a hot plate or hair dryer to heat up the adhesive. I'll not buy one again this complicated to get to the sim. Thanks a lot. I was on support again today and after 1.5 hours, and escalating several times up the chain it was done by a last suggestion of the agent, why not the first thing?, which was going into settings and resetting the network. That did it. And all is well.

https://www.youtube.com/watch?v=Okn65zlaRGU

Thanks again much!!!  jep ":-Dx

[realaud]

That YT video showing the removal of the back did not show a location for a sim card. SIM cards are supposed to be easy to insert and remove, so you would not have to take apart your whole phone to do it.  I used to have a different brand, entry level phone, that you had to take the back off to remove/replace the SIM card, but that was back in the days when batteries were replaceable--everything was behind the cover, and the cover was easily detached.  Once batteries became non-replaceable (generally), and more components were added to phones, the SIM tray was born. Almost all phones have them now (except for phones that are strictly e-SIM and have no SD card capability would not have a tray.)  I find it hard to believe any manufacturer would put a SIM slot behind the back cover and not make the cover easily removable. If you say the tray is not there, though, I have to believe you.  However, it is so hard to spot unless you know where it is as the hole is very tiny and the tray is so flush with the case that it's not so easy to see the outline, especially if your eyesight is not perfect. My photo is very magnified.

[Members_J8hvN6w]

Yes, you are correct. After looking at another YT video I now see the pin hole. I thought it was the mic input at first. Somewhere it says in my original box there is a sim tool for removal. However, as I said it's moot. Everything is alright after resetting the network. Thanks, you have been informative and helpful.