topic Re: Phone not making or receivng calls, all other functions ok. in Account and services

Phone not making or receivng calls, all other functions ok.

Gold — Thu, 17 Jul 2025 08:39:31 GMT

Recently my phone stopped making or receiving calls but the messaging and data services seem ok. Trying to call out gives a 'calling...' message but no ring tone and it ends after a minute or so. Calling in goes to 'unable to take your call, leave a message' after a minute or so and I get a notification on the phone for the missed call. If the phone is using local wi-fi only the person calling in hears no dial tone, but if the phone is using 4G the caller hears a ring tone.

I'm finding it very difficult to get support from Three on this as the online assistant is solving problems I haven't got and calling support on my landline asks me to leave a Three phone number that the support tea, can call back on (which isn't working). I'm on a pay as you go account and yes there is credit in the account now. I've not had any notification that the account has a problem.

Any help on this would be appreciated, even if it is only to say whether it is the phone unit, phone seettings/software, or Three service that is the problem.

Re: Phone not making or receivng calls, all other functions ok.

andrzej — Thu, 17 Jul 2025 10:08:58 GMT

Exactly the same situation here, Reading area. Mobile data, and text messaging works fine, but making and receiving calls simply doesn't work. Similarly pay as you go account, plenty of credit on the account. I have a second backup phone around and swapping sim card to the second phone resulted in the exactly same behaviour. I'm hoping this gets resolved very quickly.

Re: Phone not making or receivng calls, all other functions ok.

JonathanB — Thu, 17 Jul 2025 16:15:39 GMT

Hi @Gold,

I'm sorry to hear you've been having trouble with your calls. Are we reporting any local issues on our Network Status Checker?

As it seems to be specifically calls, please have a look at

This will cover off the main things in order to check that VoLTE 4G calling is set up on your phone. If you're still no further forwards, please let me know what model of phone you're using?

Thanks,
Jonathan

Re: Phone not making or receivng calls, all other functions ok.

Paddiewack — Thu, 17 Jul 2025 16:46:09 GMT

I live near Reading and have not had any issues at all.

Re: Phone not making or receivng calls, all other functions ok.

Gold — Thu, 17 Jul 2025 18:43:40 GMT

When doing the checks I noticed that in settings/system/about phone the phone number is 'unknown'. Is this a likely cause of problems?

Re: Phone not making or receivng calls, all other functions ok.

Elsmith123 — Thu, 17 Jul 2025 22:08:03 GMT

I’m having the same issue. There’s 4 of us on 3 in my household and none of us can make or receive calls. Tried switching off etc, all that’s been recommended and still doesn’t work. 1 of my sons is on EE and has no problem making or receiving calls

Re: Phone not making or receivng calls, all other functions ok.

JonathanB — Fri, 18 Jul 2025 14:26:22 GMT

Hi @Gold,

Typically this can happen if you ported your number from another network, as the number isn't the same one originally assigned to the SIM. It doesn't actually impact services.

Thanks,
Jonathan

Re: Phone not making or receivng calls, all other functions ok.

Elsmith123 — Tue, 22 Jul 2025 10:37:38 GMT

Just spoken to Customer Services and they said that it’s a known issue with calls and using WiFi. Apparently, they’re working on another fix

Re: Phone not making or receivng calls, all other functions ok.

jr0 — Wed, 23 Jul 2025 07:04:20 GMT

Hi @Elsmith123

If you still having problems doing call over Wifi-calling feature, yes it can be your broadbrand provider, it is known that Sky has/had such problem.
Anyone else, and depending on the phone, the handset will change to Wifi calling if it had been enabled in its settings and if the handset establishes or "thinks" that wifi coverage and wifi calling is better than the cellular coverage.
I have not had any problems using Three wifi calling with my Android since the big outage a couple months or so. And I believe the same with other users.
If you are having problems can be 3 things: network, coverage in your area or your handset. There's a 4th one which is broadband in case of wifi calling.
I'm not experiencing any problems and so in my case I assume all 4 above are ok. If you have been fobbed off with the typical "working on a fix" jargon I am sorry, but if I was in your shoes I would keep trying to understand where the problem is...

Re: Phone not making or receivng calls, all other functions ok.

Elsmith123 — Sat, 26 Jul 2025 13:57:57 GMT

Hi.

still having issues which is now getting beyond a joke. I actually missed a call yesterday from the Hospital informing me that my son had been admitted. Thankfully, it was nothing serious.

i am with community fibre and have been able to make and receive calls up until about 6 weeks ago. There’s 6 of us in my household and 4 of us are with 3 and have the same issues. The other 2 who are on different providers have no issues whatsoever. This is ridiculous now

Re: Phone not making or receivng calls, all other functions ok.

jr0 — Mon, 28 Jul 2025 07:59:51 GMT

Hi @Elsmith123

Are you relying on wifi calling because you don't have coverage or is coverage no good?
And what handsets, make and model, do you have if you don't mind me asking?

In case wifi calling problems were wide spread accross the network there would be more users here complaining, including myself.

Re: Phone not making or receivng calls, all other functions ok.

PeteG — Mon, 28 Jul 2025 10:43:20 GMT

Hey there.

Are these issues happening just at home? Or all over?

Pete.

Re: Phone not making or receivng calls, all other functions ok.

Elsmith123 — Mon, 28 Jul 2025 11:22:31 GMT

It seems when we’re all connected to WiFi only. This also happens at different addresses when we’re connected. Only started a few weeks ago and I’m now missing several calls

Re: Phone not making or receivng calls, all other functions ok.

Elsmith123 — Mon, 28 Jul 2025 11:25:12 GMT

Have good coverage in my area but now having to use my data allowance. As I said, this started happening about 6 weeks ago. We use iPhones and Samsung. This is also happening when I visit my partners address. We both can’t use the WiFi calling.

Re: Phone not making or receivng calls, all other functions ok.

Elsmith123 — Tue, 29 Jul 2025 11:15:24 GMT

Only when I seem to be connected to WiFi. I can’t use WiFi at my partners address nor at work. This is the case for all of us in 3 at the moment

Re: Phone not making or receivng calls, all other functions ok.

JonathanB — Tue, 29 Jul 2025 15:58:32 GMT

Thanks @Elsmith123,

You've mentioned there's multiple people in your household with similar issues, what models of phone are you all using?

Thanks,
Jonathan

Re: Phone not making or receivng calls, all other functions ok.

JonathanB — Wed, 06 Aug 2025 14:20:44 GMT

Hi @Gold,

Are you still experiencing these issues?

Thanks,
Jonathan

Re: Phone not making or receivng calls, all other functions ok.

Gold — Sat, 09 Aug 2025 10:51:24 GMT

Yes. I contacted Nokia support and went through their suggestions (without doing a full phone yet).

Re: Phone not making or receivng calls, all other functions ok.

PeteG — Sat, 09 Aug 2025 16:31:29 GMT

It might be worth resetting the network settings of the device to see if that helps. You could also try your SIM card in another phone if you'd like to rule out the phone as being a possible cause for the issue.

Pete.