Good and EVOTips & Deals

PSA: Check Google Voice if you upgraded your Sprint phone and can’t receive calls

google voice logo1 - for some reason we don't have an alt tag here

One problem that both Paul and I experienced immediately after upgrading our personal lines to the HTC EVO 4G LTE was an inability to receive incoming calls. Outgoing calls worked just fine, but no matter what, we’d never be notified of an incoming call on our phones, and our callers were stuck talking to voicemail.

If you’re experiencing the same thing, and you have Google Voice integration enabled on your Sprint account, the issue is actually pretty easy to fix.

  1. Sign out of Google Voice on your phone – either clear your app data in Settings > Apps > All > Google Voice > Clear data, or simply uninstall the app temporarily.
  2. Sign into Google Voice on your computer, go to your settings, click the Disable link next to your phone number, and click Disable Sprint account.
  3. Place a test call to your mobile number. If your phone now rings, you’ve confirmed that the problem was indeed Google Voice, and not anything phone- or network-related.
  4. Wait around 15 minutes, and then return to your Google Voice settings on your computer. Follow the on-screen instructions to re-enable your Sprint account.
  5. Set up Google Voice on your phone again.

That’s it! For some reason, having Google Voice-Sprint integration enabled on your account while performing an upgrade will cause odd things to happen, and usually store reps or Sprint customer service will be clueless. However, if you’ve followed these steps above and determined that the problem isn’t Google Voice-related, you probably do have something that Sprint will have to help you with.

Hopefully this information will help you. When this happened to me, I immediately thought that Google Voice was the culprit, and when I heard that Paul was having the exact same issue, I passed this info on to him, too. Good luck!

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John F

John was the editor-in-chief at Pocketables. His articles generally focus on all things Google, including Chrome and Android, although his love of new gadgets and technology doesn't stop there. His current arsenal includes the Nexus 6 by Motorola, the 2013 Nexus 7 by ASUS, the Nexus 9 by HTC, the LG G Watch, and the Chromebook Pixel, among others.

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6 thoughts on “PSA: Check Google Voice if you upgraded your Sprint phone and can’t receive calls

  • Avatar of Paul E King

    I would add make sure to sign out of google voice on your PC/Chrome if you’re using the chrome plugin.

    My first round of that today caused me 20 minutes of a very weird set of events in which I was getting texts telling me I now had a google voice number and a page that had no options.

    Might want to mention that all your text messages and voicemails will be preserved, however your call and text forwarding preferences will not. So if you have it set to ring your work phone also, you’ll need to set that up again

  • The problem I had when integrating the two was that the phone was wanting me to press 1 to answer all incoming calls. Which was a major inconvenience when answering calls via blutooth. I ended up canceling the integration.

    • Avatar of John Freml

      Oh, that’s an easy fix: just deselect call screening in your call settings on the web.

  • Avatar of Steve Gaudreau

    I am having a problem with my time/location. It keeps popping up for me to set it. I noticed that my location isn’t showing up on my clock widget. I also noticed that swiftkey x, the voice to text isn’t playing nice with Google voice. Any tips?

  • Avatar of Sonia

    Bummer,, I did all this and it’s still happening. Calls are missed, busy signals etc.

  • Avatar of Dave K

    Google Voice upgraded on my phone today. Caused me headaches. I uninstalled, removed Voice integration, waited 30 minutes and re-enabled. Now I can make a phone call again! However, prior to upgrade I was able to indicate, call by call, whether to display my Google Voice number or my Sprint number. I want to do this still, but the option seems to be missing from the widget. Any help on how to re-enable this option?


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