topic Re: Calls break up when saying numbers in Network

Calls break up when saying numbers

Lisa3 — Fri, 08 Nov 2024 20:42:34 GMT

Has anyone experienced call breaking uo when trying to say numbers or a post code?

Callers can hear me speak but starts to break up as soon as I start to say numbers

Re: Calls break up when saying numbers

PeteG — Sat, 09 Nov 2024 11:04:00 GMT

Hello, Lisa.

Welcome to the Three Community.

To confirm, you only experience breaking up on the call while saying number and postcodes, but anything else within the conversation sounds clear?

Pete.

Re: Calls break up when saying numbers

Lisa3 — Sat, 09 Nov 2024 12:46:13 GMT

Hi yes only with numbers or numbers from a post code it's very strange but also very annoying

Re: Calls break up when saying numbers

PeteG — Sat, 09 Nov 2024 16:38:54 GMT

That's quite strange. What kind of phone are you using?

Pete.

Re: Calls break up when saying numbers

Lisa3 — Tue, 12 Nov 2024 07:13:37 GMT

It's a samsung, it's almost like a security feature for numbers. I know other people on three that have same problem

Re: Calls break up when saying numbers

KateS — Wed, 13 Nov 2024 11:03:31 GMT

Hey @Lisa3,

Thanks for confirming.

I'm not aware of a known issue or security feature that would be causing this.

Do you have Wi-Fi calling enabled on the device? Is this when you're dialling a specific number or all numbers in general?

Thanks,
Kate

Re: Calls break up when saying numbers

Lisa3 — Wed, 13 Nov 2024 18:13:17 GMT

It's all numbers I've tried with wifi calling on and wifi calling off

Re: Calls break up when saying numbers

KateS — Fri, 15 Nov 2024 11:48:35 GMT

Hey Lisa,

Thanks for confirming.

I'd suggest ordering a replacement SIM to determine if the issue persists. You can do this by logging into your online account, go to 'More Actions' - 'Replace SIM'.

Alternatively, if you have a local Three store you're able to visit, pop in there with a valid photo ID and they'll provide you with a same day replacement.

Thanks,
Kate

Re: Calls break up when saying numbers

Jillon3 — Mon, 18 Nov 2024 07:54:22 GMT

Hi Lisa, I have the same problem and it seems to be because of the pauses we make between each letter/digit. The mic seems to need a bit of wakeup time before it sends. I find that if I keep the noise flow unbroken eg by saying "yes?" between each digit, they can hear me OK. It seems to be some kind of delay around sound being recognised, recorded and dispatched so the first few milliseconds of whatever you say is not transmitted. I'm also Samsung and Three.

Re: Calls break up when saying numbers

Jillon3 — Mon, 18 Nov 2024 07:59:44 GMT

Hi, I have the same problem but I'm on an eSIM. Would I replace that??

As I noted above, It seems to be some kind of delay around sound being recognised, recorded and dispatched so the first few milliseconds of whatever you say is not transmitted. I'm also Samsung and Three.

I have to keep a sound flow going between the digits to get them through, which means I'm very out of breath at the end of a long number!

Re: Calls break up when saying numbers

JonathanB — Tue, 19 Nov 2024 17:47:55 GMT

Hi @Jillon3,

That's a good theory, "noise cancelling" on the mic seems a likely explanation, the next step for testing a problem like this is to try to prove whether it's the phone or if the local network is a factor here.

I see on your other post you've mentioned using eSIM, so that makes it far less likely that a SIM swap will be relevant, however, are you able to test another SIM from a friend or family member in your phone? (I assume your phone still supports physical SIMs as well as eSIM) I wonder if the same problem will happen, which would help point to the phone as the cause, rather than the network.

I'd normally suggest putting your SIM in another phone if possible, but I think that'll be a bit more awkward with eSIMs, as you don't want to be transferring that back and forth between multiple phones.

Let me know if you're able to check this theory out.

Thanks,
Jonathan

Re: Calls break up when saying numbers

Top9 — Tue, 18 Feb 2025 16:13:14 GMT

Having this issue now. Did you ever sort it?

Re: Calls break up when saying numbers

JonathanB — Wed, 19 Feb 2025 12:31:00 GMT

Hi @Top9,

Is this also with a Samsung device, and specifically when reading our numbers/letters, or do you mean general distortion? Let us know a bit more about your experience and we'll do our best to help.

Thanks,
Jonathan

Re: Calls break up when saying numbers

bobcj294 — Mon, 16 Jun 2025 18:01:57 GMT

I've got the exact same issue. I have a Samsung S24 Ultra phone. Voice calls keep breaking every time I try to read out a card number or anything to do with numbers. It is quite annoying. I used a Giffgaff sim card in my phone and everything worked fine. No issues with voice breaking up. It seems to be an issue with the Three network in conjunction with a Samsung device.

Re: Calls break up when saying numbers

Irina — Wed, 27 Aug 2025 07:48:30 GMT

I am experiencing the same issue for years. I am 3 and Samsung as well. It's not a phone problem , as it was happening with my previous phones as well. It is very, but very annoying, because after 1 hour of waiting time with HMRC, whwn they are not able to hear you they just finish the call. Its happening only with spellings of words, especially postcodes and numbers. Please, help!

Re: Calls break up when saying numbers

Maxine — Thu, 28 Aug 2025 11:43:37 GMT

Hey Irina,

That isn't great at all that this is happening. Are you only experiencing this with certain numbers that you call or are calling you?

Maxine

Re: Calls break up when saying numbers

JamesN — Wed, 15 Oct 2025 10:42:36 GMT

I’m getting this too, I’m with Three and on an iPhone. seems plausible that noise cancelling might be a cause, was incredibly frustrating just now, talking to a call centre operative, trying to give my postcode and my insurance account number and the first digits and/or some numbers seemed to disappear as I said them! My first thoight was that it might be a setting at the call centre’s end, but not sure now. Has anyone worked out a fix? Can noise cancelling be switched off somehow?

Re: Calls break up when saying numbers

JamesN — Fri, 17 Oct 2025 10:33:29 GMT

It’s just happened again, on a call to a different call centre. So frustrating. Was giving a 6 digit number but in twos - ie 12 - 34 - 56.. but the 3 and 5 weren’t heard the other end! Turned off my wifi and seemed like she heard me more clearly! There’s definitely something going on.. what can be done, Three?

Re: Calls break up when saying numbers

PeteG — Sat, 18 Oct 2025 10:28:10 GMT

Hello.

I'm not sure if there's anything Three can do about that. As the issue went away when you turned off Wifi, it would seem to point to a problem with how the device is handling the connection. You can try turning Wifi calling off and seeing if this has the same effect. If so, you can at least go back to leaving the Wifi on while on calls.

Pete.

Re: Calls break up when saying numbers

Drewi — Wed, 22 Oct 2025 18:53:13 GMT

Are you using a Samsung phone?