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Troubleshoot issues related to making and receiving calls on your device for the Samsung Galaxy J7 Perx

This article helps troubleshoot making or receiving calls on your device

You may have issues with calls if you have:

  • A low signal strength
  • Trouble making or receiving calls
  • Frequently dropped calls

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

1. Verify airplane mode is turned off.

    1. From the home screen, tap Apps.
    2. Scroll to and tap Settings.
    3. Tap Airplane mode.
    4. If Airplane mode is ON, tap the switch to turn it OFF.

2. Verify your Device is connected to the Nationwide Sprint 4G LTE Network using tap My Sprint App.

  1. From the home screen, tap Apps.
  2. Scroll to and tap My Sprint App.
  3. Swipe to the left to open Device Diagnostics.
  4. Look for Network:
  • Network is in the Passed section: Your phone is connected to the Nationwide Sprint 4G LTE Network.
  • Network is in the Failed or Flagged section: Update the PRL.
      1. From Device Diagnostics, tap Network.
      2. Tap Network PRL.
      3. After the update is complete, tap OK.

3. Verify if coverage is available at your current location.

If your device has low signal strength, see if your location is within wireless provider coverage. Depending on your service provider, you can access the coverage map via

If your phone is in a 4G LTE coverage area, make sure 4G LTE is enabled.

4. Reset your connection to the Nationwide Sprint 4G LTE Network.

Note: Resetting your connection does not erase any of your content or data.

  1. From the home screen, tap Phone.
  2. If needed, tap the Dialpad icon.
  3. Dial ##72786#.
  4. Tap YES.
  5. Your phone will restart.
  6. After it restarts, your phone automatically starts Hands Free Activation.
  7. After Hands Free Activation completes, your phone is ready to be used.

Note: To optimize device performance, be sure your device is running the most recent device software. Check for software updates.

If you're still having issues, please select your provider to contact Sprint Customer Care.

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