Can't make or receive phone calls?

There are several reasons why phone calls might not work, including poor mobile coverage, phone settings, or a restriction on your mobile service.

This guide walks you through the most common causes and helps you get your calls working again.

What problem are you experiencing?

Common signs include:

You can't make outgoing calls.
Other people can't call you.
Calls disconnect or fail to connect.
Your phone displays "No Service" or "Searching".
Mobile internet works, but phone calls don't.
Calls work in some locations but not others.

Start with these quick checks ✅

Before trying more advanced troubleshooting, check the following:

Restart your phone. Turn it off completely and back on.
Check Airplane Mode. Make sure it's turned off.
Check mobile coverage. Is your phone connected to Nova's mobile network?
Check your mobile connection. Make sure your Nova line and mobile data are enabled.
Check your service status. Could an unpaid bill or service restriction be affecting your number?
Try another number. Check whether the problem occurs with multiple phone numbers.

If calls still don't work, continue with the steps below.

Advanced troubleshooting

Step 1: Check your mobile signal 📶

Poor or unavailable mobile coverage can prevent you from making or receiving calls.

Try the following:

Check whether your phone shows a mobile signal, 4G or 5G.
If coverage is poor, move closer to a window or try going outside.
Turn Airplane Mode on briefly, then off again.
Make sure automatic network selection is enabled.

If the problem only occurs in a particular location, it may be related to network coverage or local signal conditions.

You can view Nova's coverage map at nova.is.

Step 2: Check whether VoLTE is enabled

VoLTE (Voice over LTE) lets you make calls using the 4G mobile network.

As older mobile networks are phased out, having a VoLTE-compatible phone with the appropriate settings becomes increasingly important.

On iPhone:

Open Settings.
Select Mobile Data or Cellular.
Go to Voice & Data.
Check that the appropriate 4G/5G and VoLTE options are enabled, if available.

On newer iPhones, VoLTE is often enabled automatically and may not appear as a separate setting.

On Samsung or other Android phones:

Open Settings.
Select Connections.
Tap Mobile Networks.
Enable VoLTE Calls or 4G Calling, if available.

Good to know: Not all 4G phones support VoLTE on every mobile network. If the setting is missing, update your phone software and check again.

Step 3: Try Wi-Fi Calling (VoWiFi)

Do you have poor mobile coverage at home or work but a good Wi-Fi connection?

Wi-Fi Calling (VoWiFi) might be the solution!

VoWiFi allows you to make and receive regular phone calls over Wi-Fi rather than relying entirely on mobile coverage.

On iPhone:

Open Settings.
Select Mobile Data or Cellular.
Select your Nova line if you use multiple SIMs.
Tap Wi-Fi Calling.
Turn on Wi-Fi Calling.

On Samsung:

Open Settings.
Select Connections.
Find Wi-Fi Calling.
Turn on the feature.

Menu locations may vary depending on your device.

Please note: Your device must support VoWiFi, the service must be enabled, and you need a working Wi-Fi connection with internet access.

Step 4: Check for service restrictions or unpaid bills

If you can't make calls, your service may be restricted or suspended because of unpaid bills.

What can you do?

Log in to Stóllinn at nova.is.
Check your bills if you're the registered payer.
If there are unpaid invoices, review your payment options.
Contact Nova customer support if you're unsure whether your number has been restricted.

If someone else pays for your mobile service, you may need to contact that person.

Please note: Service restoration is not necessarily immediate after payment. Nova customer support can help confirm your service status.

Step 5: Can you make calls but not receive them?

If outgoing calls work but incoming calls don't, check your calling settings.

Do Not Disturb

When Do Not Disturb is enabled, your phone may silence incoming calls.

Open Settings.
Find Do Not Disturb or Focus.
Temporarily turn it off and test again.

Call Forwarding

Calls may be automatically forwarded to another phone number.

Open your phone's call settings.
Find Call Forwarding.
Check whether incoming calls are being redirected.

Blocked Numbers

If only one person cannot reach you, check whether their number has been accidentally blocked.

Step 6: Check your SIM card or eSIM

Your SIM connects your mobile number to the network.

If your phone doesn't recognize your SIM or your mobile line is disabled, calling may stop working.

Try the following:

Check that your phone recognizes your SIM or eSIM.
If you use dual SIM, make sure the correct line is selected for calls.
If you have a physical SIM card, try it in another compatible phone.
If the SIM still doesn't work, contact Nova to check its status.

Step 7: Update your phone or reset network settings

If nothing else has worked, try updating your phone software or resetting your network settings.

iPhone:

Settings → General → Transfer or Reset iPhone → Reset → Reset Network Settings.

Samsung / Android:

Settings → General Management or System → Reset → Reset Network Settings.

Important: Resetting network settings may remove saved Wi-Fi networks, passwords and Bluetooth pairings. It won't delete your photos or apps.

Still having trouble? We're here to help! 💬

If you've followed these steps and calls still aren't working, Nova customer support can help.

You can:

Chat with us at nova.is.
Call 519 1919 from another phone.

When contacting us, it helps to provide:

Your phone model.
Whether incoming calls, outgoing calls or both are affected.
Whether the issue happens everywhere or only in one location.
Whether mobile coverage or Wi-Fi Calling is working.
When the problem started.

Summary

If calls aren't working, start by restarting your phone and checking your mobile signal, VoLTE settings and service status.

Wi-Fi Calling may help if mobile coverage is weak. And if the problem continues, Nova customer support is here to help you get connected again!

Please note: Menu names, available settings and device compatibility may vary by phone model and software version. Not all features are available on every device.