topic Re: Motorola G6 - Data but no voice calls in Account and services

Motorola G6 - Data but no voice calls

Skey — Mon, 30 Sep 2024 15:31:30 GMT

I pay for 5 phones a month, one of which is for my mother-in-law who is 87. Her phone (Motorola G6) is supposedly 4G compatible (I checked last time she came to visit, she lives about 100 miles away) but today, whilst she had data and was able to call via Whatsapp, she couldn't make or receive any voice calls. She travelled into town and spoke to someone at the Three store who told her she needed a new Sim card but she needed ID. She travels back, gets her passport and then obviously she doesn't get a new Sim because she isn't the account holder. In the end, I call up and get someone on the phone who tells me that the whilst the phone is 4G, it isn't compatible with the network because it doesn't handle VoLTE so, tough... Can I put you through to the channel where you can buy a new phone.

Anyone else have this problem or is it something specific to this phone. I know it is hardly the latest Samsung or iPhone but its fine for her needs and isn't more than about 3 years old.

Re: Motorola G6 - Data but no voice calls

woodnth — Mon, 30 Sep 2024 16:39:44 GMT

Yes, my Moto g6 play also stopped making and receiving calls a few days ago. I'm on 3 Mobile. Went to their local shop and they showed me that my phone settings have no option for VOLTE and so voice calls cannot be made. Seems ridiculous, but who is responsible, the manufacturer or the network provider?

Re: Motorola G6 - Data but no voice calls

Geluk — Mon, 30 Sep 2024 16:41:47 GMT

See my post*; I have same phone. 3 CHAT told me 4g phones won't work when 3g shuts unless they have VOLTE enabled. My Moto g6 doesn't have that option.

*https://community.three.co.uk/t5/Network/3g-shut-down-emasculating-4g-phone-s-calling-abilities/td-p/37360

Re: Motorola G6 - Data but no voice calls

woodnth — Mon, 30 Sep 2024 16:55:05 GMT

That's right. If you go on Three's Device Support page it shows Moto g6 as lacking VOLTE ability. So, time for a new phone.

Re: Motorola G6 - Data but no voice calls

Geluk — Mon, 30 Sep 2024 17:14:23 GMT

Apparently any Android phone's VOLTE settings can be seen by inputting:-

*#*#4636#*#*

Re: Motorola G6 - Data but no voice calls

KateS — Tue, 01 Oct 2024 10:36:18 GMT

Hey @Skey,

Welcome to the Three Community.

I'm sorry to hear you've had some back and forth in getting support with the issue when it comes to your mother-in-law's device.

I've had a look at our Device Support page and it does confirm that this specific device isn't compatible with 4G VoLTE calling.

I appreciate this isn't ideal at all, however, to allow your mother-in-law to make or receive calls, she would require a change of device that's 4G calling compatible. It may be worth while to check if any family/friends have a spare 4G calling device she could use, or we do have some options on refurbished devices available to purchase.

Thanks,

Kate

Re: Motorola G6 - Data but no voice calls

woodnth — Tue, 01 Oct 2024 10:48:40 GMT

Yes, but I suspect this is not because of the limitations of the phone - Moto G6 Play, - but because of 3 Mobile's policy.

Re: Motorola G6 - Data but no voice calls

AlanE — Mon, 07 Oct 2024 12:12:32 GMT

Same problem - I solved it (for me) by putting an EE SIM into the 2nd SIM slot. This works just fine. Might move the 3 phone number over to EE later but for now I have two numbers - one for texts and internet, t'other for voice ans texts.

Re: Motorola G6 - Data but no voice calls

ARP — Wed, 09 Oct 2024 17:14:42 GMT

Three's device support page shows my Alcatel should be able to do volte 4g calls, but I'm having the same problem as others: I can't make or receive calls.

It seems like we are being made into guinea pigs for an experiment.

Does anyone know if the other networks are shutting down 3g calling, or is it just three?

Re: Motorola G6 - Data but no voice calls

ARP — Wed, 09 Oct 2024 17:20:05 GMT

It says "volte provisioned" and the toggle is on, but when I click on the 3 dots at the top right, I click on "ims status" and it says volte unavailable. Why?

Re: Motorola G6 - Data but no voice calls

ARP — Wed, 09 Oct 2024 17:21:27 GMT

Is ee much more expensive? I was with ee years ago, but moved to 3 to save money

Re: Motorola G6 - Data but no voice calls

AlanE — Thu, 10 Oct 2024 10:09:28 GMT

Don't know but not a problem, for me. I only use voice occasionally, most contact is via What's App, Face Book Messenger or texts for friends and email for business contacts. So an EE PAYGO sim solved the 'problem'. Might be interesting, for me, for someone who knows such things to explain (simple terms please) why EE (and 02 I believe) are different to THREE

Re: Motorola G6 - Data but no voice calls

Kb888 — Thu, 17 Oct 2024 12:39:47 GMT

This problem is affecting lots of people, the Three stores confirm it's a known problem but online here and over the phone with customer service, Three will carry on to play dumb and get you to remove Sim, restart phone etc from all the post ive read, it doesn't matter the age of the phone, it's to do with what masts are getting "configured" that will affect your postcode. If you drive to another town/postcode, you'll probably find you phone will make calls and receive. It's ridiculous how Three changed the conditions which lead to customers requiring a new phone or leave for another provider. It doesn't sound legal and they better compensate appropriately for this.

Re: Motorola G6 - Data but no voice calls

poziguy — Sat, 19 Oct 2024 13:58:33 GMT

Hi Skey

I am having the same problem with my punkt MP02 phone, a fancy, supposedly "lifestyle" phone from Switzerland, costing me £200 plus. I bought it specificaly to get around the 3G switchoff, and being able to avoid smartphones. I've been back and forth to Three helpline, high street shop here in Wood Green, the manufacturer of the phone - big frustration over a simple thing (seemingly!). My texts work, but not my voice calls. Problem started mid September - roughly same time as Three's switching off of 3G signal around North London. Funny thing though Now listen to this, I'm not joking: today I got a CALL from (a family member) with perfect ring tone, voice quality, was on it for 10 minutes). What are they doing, or Not doing? I tried to make calls since then, but this was a one - off experience. I'm determined to make it work in the long run though. Just have to wake some boffs into action with their soldering irons, programming laptops, or whatever.

Re: Motorola G6 - Data but no voice calls

poziguy — Sat, 19 Oct 2024 14:10:41 GMT

Hi Kate

Please be careful with your advice. I was told by a number of your colleagues that my phone isnt 4G and/or VoLTE capable. However, some of them have changed their mind after reading up about it on the internet, and my issue has now been referred to the third line team. ALSO, after not having any voice service (making and receiving calls) for 5 weeks, today I received a call from a relative, loud and clear, lasting over 10 minutes. So there is nothing wrong with my phone - a Punkt MP02A - and I need urgent help from your network to restore the full service I am paying for.

Re: Motorola G6 - Data but no voice calls

Oldoaktree365 — Thu, 28 Nov 2024 18:44:28 GMT

Interesting. My wife and I have a g6 which we bought at the same time. My phone exhibits the same problem but my wife's phone is still working perfectly. What is going on. Are we being positioned into an imaginary problem just to get us to part with more money?

Re: Motorola G6 - Data but no voice calls

AlanE — Fri, 29 Nov 2024 11:30:48 GMT

Since my last post re 2nd EE sim I've moved my original number to EE So now I've a phone with one number that should just work on calls, text and internet etc. At least until 4G is phased out. Meant giving 23 quid to THREE (unused on my payg account) but quid pro quo I think they'd say

Re: Motorola G6 - Data but no voice calls

PeteG — Fri, 29 Nov 2024 12:20:01 GMT

Hello there.

Welcome to the Three Community.

Oh that's odd. Did you both get your G6's from the same place?

Pete.