Original topic:

NEW Phone Numbers do not ring

(Topic created: 04-23-2024 12:31 PM)
Galaxy S23

Hello.  whenever I enter a NEW phone number in my new samsung 23 phone and in my contacts, those numbers do not ring when they call me.  I don't even see them come in. They then go to my voicemail.  I do not have anyone blocked.  I do not have do not disturb on.  I do not have it on airplane mode.  I've seen that others are experiencing the same problem.   We really need a solution to this issue.

Regards, Deborah Paz

1 Reply
Community Manager
Community Manager
Galaxy S23

Welcome to the community! I understand your concerns on this situation and I will be glad to assist. Thank you for providing steps you have taken to check the root cause. There may be a few reasons why you can’t hear your ringtone. For example, you may have enabled certain settings like Focus mode or Bedtime mode. These can prevent you from hearing ringtones. 


Increase your device's volume: Close any apps and stop playing any media, then using the volume keys, increase your device’s volume. If you have headphones connected, the earbud audio will increase instead. Disconnect your headphones to increase the device's volume.

Please Note: If you do not hear any sounds at all, you may need to check your speaker. 


Verify how you've set your ringtones: You can set a default or custom ringtone for your phone, or a ringtone for a specific contact. If you've set a custom ringtone for other apps that support calling or video calling, you will need to check the sound settings in that specific app. Make sure to also check your Phone app's or third-party calling app(s)' Permissions by navigating to Settings > Apps > tap the phone application you are looking into > tap Permissions > toggle any that it would need, and check both Notifications and Contacts permissions. For further support contact the third-party app(s)' developer(s). 


Check if Mute all sounds has been turned on: Navigate to Settings, tap Accessibility, and then tap Hearing enhancements. Tap the switch next to Mute all sounds to turn it off. 


Check the Digital Wellbeing modes: Navigate to Settings and then tap Digital Wellbeing and Parental Controls. Tap Digital Wellbeing. Check the Focus mode, Bedtime Mode or Wind down mode. 


Restart your phone: Tap the Power icon and select Restart. Wait for your phone to turn back on and check to see if the ringtone issue is resolved. 

The next thing to try is a device cache clear: 
 - Power off your device.
 - While the device is powered off, simultaneously press and hold the power and volume up buttons. 
 - Once the Samsung logo appears, release both buttons. Your device should boot into recovery mode. 
 Using the volume buttons to navigate and the power button to select: 
 - Navigate to "wipe cache partition" and press power. 
 - Select yes to confirm. 
 - Navigate down to "Repair apps" and press power. 


If nothing else works, it is possible that an app is interfering with your ringtones. As long as you are using the default Phone app, you can utilize Safe Mode: https://www.samsung.com/us/support/answer/ANS00062983/

If you are using a third-party phone application, you will need to try without it, as it may not be working as intended. In which case, uninstall the application as a workaround, and contact the app developer for further assistance. 

If the behavior continues in Safe Mode: you can try a factory reset and give your device a fresh start: https://www.samsung.com/us/support/answer/ANS00062029/

Also, it is possible that since your incoming calls are being affected, you may want to contact your carrier if even a factory reset isn't helping, as there are things only they can do to help, such as swapping SIM cards. 

If the troubleshooting is not helpful, the phone will need to be evaluated by a certified technician. For service in the U.S., you can take the phone to a local U.S. walk-in service location https://www.ubreakifix.com/samsung  or to ship the phone in for service, please reach out to us via one of the following options:
1. Facebook Messenger: http://m.me/samsungsupport

2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513-

3. Private Message: https://bit.ly/3hzZfw8

If the PM link is not working for you, you can click on my name and send me a private message directly from my profile.

For service outside of the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html