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

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.