- A
The phone is in Airplane Mode.
Why wrong: Incorrect. Airplane Mode disables all wireless radios, so iMessages and internet would not work.
- B
The SIM card is damaged.
Why wrong: Incorrect. A damaged SIM would typically prevent both calls and data.
- C
The carrier settings need to be updated.
Correct. Carrier settings control voice network parameters; an update can fix call issues without affecting data.
- D
The phone's microphone is broken.
Why wrong: Incorrect. A broken microphone would affect voice quality, not the ability to make or receive calls.
Question 263 of 1,020
iPhone Cannot Make Calls But Can Use Internet
This 220-1201 practice question tests your understanding of mobile device application support. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
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?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue:
"most likely"Why it matters: Probability qualifier — the question wants the most probable cause or outcome, not a guaranteed one. Eliminate low-probability options.
Quick Answer
The answer is that the carrier settings need to be updated. This is the most likely cause because the iPhone can still use the internet and send iMessages, which function over Wi-Fi or cellular data, but cannot make or receive calls, which rely specifically on the cellular voice network. A recent iOS update can corrupt the carrier settings file—a separate configuration from the main system settings—without affecting data connectivity. On the CompTIA A+ Core 1 220-1201 exam, this scenario tests your ability to isolate a cellular-only failure from a broader network issue; a common trap is assuming a hardware antenna problem or a SIM card fault, but those would typically disrupt data as well. Remember the mnemonic “Calls need Carrier” to recall that when voice fails but data works, carrier settings are the first suspect.
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.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
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
Incorrect. Airplane Mode disables all wireless radios, so iMessages and internet would not work.
- ✗
The SIM card is damaged.
Why it's wrong here
Incorrect. A damaged SIM would typically prevent both calls and data.
- ✓
The carrier settings need to be updated.
Why this is correct
Correct. Carrier settings control voice network parameters; an update can fix call issues without affecting data.
Clue confirmation
The clue word "most likely" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
- ✗
The phone's microphone is broken.
Why it's wrong here
Incorrect. A broken microphone would affect voice quality, not the ability to make or receive calls.
Common exam traps
Common exam trap: answer the scenario, not the keyword
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.
Detailed technical explanation
How to think about this question
Carrier settings updates are small configuration files (often delivered as an OTA update) that include parameters like the IMS APN for VoLTE, SMSC for SMS, and MMS proxy. If the VoLTE provisioning profile is missing or outdated, the device may fall back to circuit-switched voice, which can fail if the carrier has decommissioned 2G/3G networks. In iOS, these updates are typically triggered automatically when a new SIM is inserted or when the carrier releases a new version, but they can also be manually checked via Settings > General > About.
KKey Concepts to Remember
- Read the scenario before looking for a memorised answer.
- Find the constraint that changes the correct option.
- Eliminate answers that are true in general but not in this case.
TExam Day Tips
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the 220-1201 exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
Visual reference
What to study next
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FAQ
Questions learners often ask
What does this 220-1201 question test?
Mobile Device Application Support — This question tests Mobile Device Application Support — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: 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.
What should I do if I get this 220-1201 question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Are there clue words in this question I should notice?
Yes — watch for: "most likely". Probability qualifier — the question wants the most probable cause or outcome, not a guaranteed one. Eliminate low-probability options.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Last reviewed: Jul 4, 2026
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