hardMultiple ChoiceObjective-mapped
220-1201 Practice Question: A user's iPhone 14 cannot make or receive calls,…
A user's iPhone 14 cannot make or receive calls, but can send iMessages and use the internet. The user has not changed any settings recently. What is the most likely cause?
⚠ Common exam trap
The 220-1201 exam often tests the distinction between data and voice services to see if candidates understand that iMessages and internet use IP-based connectivity (cellular data or Wi-Fi), while traditional voice calls rely on carrier-specific circuit-switched or VoLTE configurations that are independent of the data APN.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
The carrier settings need to be updated.
The ability to send iMessages and use the internet indicates that the device has a working data connection (cellular or Wi-Fi), but the inability to make or receive calls points to a problem with the carrier-specific settings that control voice services. Carrier settings updates are pushed by the carrier to configure network parameters such as APN, MMS, and voice-over-LTE (VoLTE) settings; if these are outdated or corrupted, voice calls may fail while data services remain functional. Since the user has not changed any settings, an automatic or pending carrier settings update is the most likely cause, as it can resolve mismatches between the device and the carrier's network.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The phone is in Airplane Mode.
Why it's wrong here
Airplane Mode disables all wireless radios, including cellular, Wi-Fi, and Bluetooth. If the iPhone were in Airplane Mode, it would be unable to connect to the cellular network for calls, SMS, or mobile data. While this would prevent making or receiving calls, it would also typically disable all internet connectivity, which isn't specified as an issue.
- ✗
The SIM card is damaged.
Why it's wrong here
A damaged or improperly seated SIM card prevents the phone from authenticating with the cellular network. This would typically result in a complete loss of cellular service, meaning the phone could neither make nor receive calls, nor access mobile data. If the user's data services were still functional, a damaged SIM card would be an unlikely cause for only call-related issues.
- ✓
The carrier settings need to be updated.
Why this is correct
Carrier settings are configuration files provided by the mobile network operator that enable the iPhone to connect to their specific network services, including voice, data, and messaging. Outdated or corrupted carrier settings can specifically disrupt voice call functionality, such as VoLTE (Voice over LTE) provisioning, while other services like mobile data might remain operational. Updating these settings often resolves issues related to call initiation, reception, or quality by ensuring the phone uses the correct network parameters.
- ✗
The phone's microphone is broken.
Why it's wrong here
A broken microphone would primarily affect the audio quality transmitted from the user's end during a call, making it difficult for the other party to hear them. However, a microphone malfunction would not prevent the phone from establishing a connection to make or receive the call itself. The phone would still ring and connect, but the user's voice would not be transmitted properly.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1201 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1201 exam.