Change device

Sony Xperia XZ

Go to Supplies Device is defective (display, water, casing)

Troubleshooting

If your device isn't working properly, you can try several solutions to solve the problem.
In most cases you can solve the problem by following these guidelines:

Cause 1 of 9: Fixed dialling is activated

Fixed dialling allows you to select which numbers can be called from your mobile phone and to which numbers you can send messages. When fixed dialling is activated, you can only call and send messages to numbers on the list of fixed dialling numbers.

Solution: Deactivate fixed dialling.

Step 1 of 8

Press Phone.

Step 2 of 8

Press the menu icon.

Step 3 of 8

Press Call settings.

Step 4 of 8

Press Fixed dialling numbers.

Step 5 of 8

To activate fixed dialling:
Press Activate fixed dialling.

Step 6 of 8

To deactivate fixed dialling:
Press Deactivate fixed dialling.

Step 7 of 8

Key in your PIN2 and press OK.

Step 8 of 8

Press the home icon to end the session and return to the Home screen.

1 Find "Fixed dialling numbers"

Press Phone.

Press the menu icon.

Press Call settings.

Press Fixed dialling numbers.

2 Activate or deactivate fixed dialling

To activate fixed dialling:
Press Activate fixed dialling.

To deactivate fixed dialling:
Press Deactivate fixed dialling.

Key in your PIN2 and press OK.

3 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Cause 2 of 9: Little or no network coverage

If you're in an area with little or no network coverage, your mobile phone can't find a network and you can't make calls.

Solution: Try again later when you're in an area with better network coverage. View our network coverage map.

We are pleased that your problem was solved.

Cause 3 of 9: There's an error at the receiving end

If you're having problems calling a specific number, the error might be at the receiving end.

Solution: Try calling another number. If you can call another number, the error is probably at the receiving end.

We are pleased that your problem was solved.

Cause 4 of 9: There may be a temporary network problem

There may be a temporary network problem, which means that you can't make calls.

Solution: Try again later or when you're in a different area.

We are pleased that your problem was solved.

Cause 5 of 9: Your mobile phone is set to connect to 3G networks only

If your mobile phone is set to connect to 3G networks only, it can't find a network if you're in an area with poor or no 3G network coverage.

Solution: Change network mode allowing your mobile phone to connect to both 2G and 3G networks.

Step 1 of 6

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Step 2 of 6

Press More.

Step 3 of 6

Press Mobile networks.

Step 4 of 6

Press Preferred network type.

Step 5 of 6

Press 3G only, 2G only, 3G (preferred)/2G or 4G (preferred)/3G/2G.

Step 6 of 6

Press the home icon to end the session and return to the Home screen.

1 Find "Preferred network type"

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Press More.

Press Mobile networks.

Press Preferred network type.

2 Select network mode

Press 3G only, 2G only, 3G (preferred)/2G or 4G (preferred)/3G/2G.

3 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Cause 6 of 9: You price plan has been suspended due to non-payment

You'll be notified if your price plan has been suspended when you try to make a call.

Solution: Log on to Swisscom Customer Centre for more help.

We are pleased that your problem was solved.

Cause 7 of 9: You've activated manual network selection and are out of range of the selected network

If you've activated manual network selection and are out of range of the selected network, you can't make calls.

Solution: Activate automatic network selection.

Step 1 of 11

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Step 2 of 11

Press More.

Step 3 of 11

Press Mobile networks.

Step 4 of 11

Press Network operators.
Your mobile phone searches for networks within range.

Step 5 of 11

Select one of the following options:
Select network manually, go to 2a.
Select network automatically, go to 2b.

Step 6 of 11

Press Search mode.

Step 7 of 11

Press Manual.

Step 8 of 11

Press the required network.
Your display will tell you if you have access to the network you've selected.

Step 9 of 11

Press Search mode.

Step 10 of 11

Press Automatic.

Step 11 of 11

Press the home icon to end the session and return to the Home screen.

1 Find "Network operators"

Slide two fingers down the display starting from the top edge of your mobile phone.
Press the settings icon.

Press More.

Press Mobile networks.

Press Network operators.
Your mobile phone searches for networks within range.

2 Select option

Select one of the following options:
Select network manually, go to 2a.
Select network automatically, go to 2b.

3 2a - Select a network manually

Press Search mode.

Press Manual.

Press the required network.
Your display will tell you if you have access to the network you've selected.

4 2b - Select a network automatically

Press Search mode.

Press Automatic.

5 Return to the Home screen

Press the home icon to end the session and return to the Home screen.

We are pleased that your problem was solved.

Cause 8 of 9: Flight mode is activated

If flight mode is activated, your mobile phone's transmitting functions are deactivated. This means that you can't make or receive calls.

Solution: Deactivate flight mode.

Step 1 of 1

Slide two fingers down the display starting from the top edge of your mobile phone.
Press Airplane mode.
Depending on the current setting, flight mode is activated or deactivated.

1 Activate or deactivate flight mode

Slide two fingers down the display starting from the top edge of your mobile phone.
Press Airplane mode.
Depending on the current setting, flight mode is activated or deactivated.

We are pleased that your problem was solved.

Cause 9 of 9: No credit on your prepaid card

If there's no credit on your prepaid card, you can't make calls.

Solution: Top up your prepaid card.

We are pleased that your problem was solved.

Unfortunately, we can't solve the problem with your device.

We suggest you try updating the device software if you haven't done so recently. Manufacturers often use software updates to add new functionality and resolve problems.

If this doesn't help, please visit our My Service webpage for more help.

Was this helpful?

The solution is faulty

I did not understand the solution

I did not find the solution

I did not find my device

My e-mail address for inquiries (optional)

Send this article to a friend

Required information *

1 Find "Fixed dialling numbers"

2 Activate or deactivate fixed dialling

3 Return to the Home screen

1 Find "Preferred network type"

2 Select network mode

3 Return to the Home screen

1 Find "Network operators"

2 Select option

3 2a - Select a network manually

4 2b - Select a network automatically

5 Return to the Home screen

1 Activate or deactivate flight mode

Send this article to a friend

Get information on...