Call forwarding not working

yan1314642's Avatar


21 Jun, 2017 06:49 PM

I tried to forward my Whistle phone (408-532-5627) to my cell phone 512-545-1300, but it didn't work. Is there any restrictions on the type of phone numbers that Whistle phone can forward to? The cell phone 512-545-1300 was a prepaid sim card that I bought from a merchant. It belongs to "business phone" in T-Mobile.

  1. Support Staff 1 Posted by Dawn on 21 Jun, 2017 06:58 PM

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    are you receiving an error
    is the phone jailbroken
    where you using call forwarding before?

  2. 2 Posted by yan1314642 on 21 Jun, 2017 07:08 PM

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    It first says "Please hold while I connect your call", and immediately "I am sorry but I can not complete your call". I tried numerous times.

    I used call forwarding before, but that was a long time ago.

  3. 3 Posted by yan1314642 on 21 Jun, 2017 07:09 PM

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    The phone is not jailbroken. iPhone SE.

  4. Support Staff 4 Posted by Dawn on 21 Jun, 2017 07:32 PM

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    Okay I have done some research and found out the following

    You don't have to worry about it since forwarding is not available with T-Mobile prepaid. Meaning you cannot use the service with that sim card.

    Let me know if you need anything further. Here is the link to the forum if you need further.

  5. 5 Posted by yan1314642 on 21 Jun, 2017 11:40 PM

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    Those discussions only indicated that I can not forward calls from a T-Mobile prepaid. Now my problem is forwarding calls from Whistle phone to T-Mobile prepaid. I contacted T-Mobile and was told that there is no problem form my number to take forwarded calls.

  6. Support Staff 6 Posted by Dawn on 22 Jun, 2017 02:53 PM

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    did you tell them it is from a VOiP service?

  7. 7 Posted by yan1314642 on 23 Jun, 2017 12:00 AM

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    Yes, I told them.

  8. Support Staff 8 Posted by Dawn on 23 Jun, 2017 02:57 PM

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    okay I will tell the engineers and get back to you.

  9. Support Staff 9 Posted by Dawn on 28 Jun, 2017 03:15 PM

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    My engineers state more than likely it has to do with the pre-paid card and your carrier.

  10. 10 Posted by yan1314642 on 28 Jun, 2017 05:45 PM

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    It looks like the call forwarding is working now. If there is further problem, I will report again.

  11. Support Staff 11 Posted by Dawn on 28 Jun, 2017 05:50 PM

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    Please do and thank you for letting me know.

  12. Dawn closed this discussion on 28 Jun, 2017 05:50 PM.

  13. yan1314642 re-opened this discussion on 07 Jul, 2017 06:54 AM

  14. 12 Posted by yan1314642 on 07 Jul, 2017 06:54 AM

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    Hi Dawn,

    Now I somehow figure out the problem, please verify with your engineer:

    If I set the wait time for call forwarding to less than 5 seconds, the forwarding wont't work at all. The caller will hear "Please hold while I connect your call", and immediately "I am sorry but I can not complete your call". My cell phone doesn't receive anything.

    If I set wait time to more than 5 seconds, the call will be forwarded to my cell phone, but the number of rings on my cell phone before hearing "I am sorry but I can not complete your call" (and then cut off) depends on the seconds I set. If I set 7 seconds, my cell phone rings one time (the caller hears more rings, around 4 or 5) and then cut off. If I set 10 seconds, my cell phone rings about 3 times. If I set 20 seconds, my cell phone rings about 6 times.

    Please confirm that this is how your system works. In order for me to get longer rings on the cell phone that my whistle phone is forwarded to, I have to set longer wait time (and the caller needs to wait for longer time).


  15. Support Staff 13 Posted by Dawn on 07 Jul, 2017 06:55 AM

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    I am out of the office from July 3 til July 7. I will have limited access to email and will get back to you at my earliest convenience.

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