We have an issue with Optus Loop on our mobile. We are logged into Optus Loop, but it ONLY rings when the phone screen is on.
Why is this occurring and how do we fix it?
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Seems quite strange. Is this just occurring on one device or multiple? Does the phone work normally when not logged into Loop? I'd suggest contacting your Account Manager so a fault can be raised
Sounds like either some sort of battery saving function or data restriction function (or both) to me. Have you got any apps on the mobile to help prolong battery life? Or possibly something built into the operating system so you wouldn't need an app.
Essentially what I think is happening is when the screen is off on your phone, something is stopping apps from performing the checks that allow them to receive notifications/calls/etc. When the screen is on, the restrictions are lifted.