topic Re: How to ensure your phone is ready for the 3G switch off in Network

How to ensure your phone is ready for the 3G switch off

JonathanB — Tue, 19 Nov 2024 17:06:38 GMT

We've phased out our 3G network in most areas around the UK.

Please check your settings are correctly enabled to be able to connect to our network.

Here’s how to check you have the right settings for 4G data and 4G Calling (VoLTE) connectivity;

1. Check for a software update:

Android: Settings > System > About phone > Updates > Check for update

iPhone (iOS): Settings > General > Software Update

Samsung: Settings > Software Update > Download & Install

2. Check you have 4G data enabled:

Android: Settings > Network & Connection > Mobile Networks > Preferred Network Type > Tap 4G

iPhone (iOS): Settings > Mobile data > Mobile data Options > Voice & Data > Tap 4G

Samsung: Settings> Connections > Mobile Networks > Network Mode > LTE/3G/2G

3. Check you have 4G Calling (VoLTE) enabled:

If you’ve bought your device from Three, we’ve got you covered and have auto enabled this setting already. So, you may not see the options to change this.

If you have bought your device from outside of the UK then we can not guarantee this option will be available.

To check follow these steps below

Android: Settings > Network & Internet > SIMs > Tap preferred SIM > Tap 4G Calling to ON to enable

iPhone (iOS): Settings > Mobile data > Mobile data Options > Voice & Data > Toggle VoLTE button to ON to enable (iOS)

Samsung: Settings> Connections > Mobile Networks > Toggle VoLTE button to ON to enable

If using a dual SIM phone, check the Three SIM card is in SIM slot 1 and the Three SIM is selected as your primary SIM.
Check if you have battery saver setting. If enabled, toggle off.
Try turning off Wi-Fi while changing any device settings.
If you need to reset your mobile network settings, this will revert all network settings to the original factory settings. Note this will include all Wi-Fi networks and passwords, cellular settings and VPN/APN settings that you have used before.

Settings may differ depending on your device and software type. Please refer to the device support tool for device-specific settings help. You can also find info in the specifications tab which will confirm whether your phone is compatible with VoLTE/4G calling on the Three UK network.

We aim to include as many device makes & models as possible, but if your device isn’t listed in our support pages, please reach out to your manufacturer for support. You can also find more info about our plans to switch off 3G here.

Re: How to ensure your phone is ready for the 3G switch off

Jfisher46 — Thu, 19 Sep 2024 07:48:56 GMT

Hi there seems to be a problem with the my3 app & 3 website page both wont let you login upon trying just get a blank white page with both. Can this be possibly looked at & corrected? as not just me alot on community page all saying same thing with this issue.

Re: How to ensure your phone is ready for the 3G switch off

MON — Sun, 22 Sep 2024 19:08:40 GMT

My son has an old (3G) phone that is still under my name and contract (hangover from teenage days) - I can't seem to access it from my account, despite it being on my account, only my own phone details. I received an offer from Three for a free 4G compatible phone back in August, filled out the form to receive it - and have heard nothing since. Is that offer still live? Can I expect to receive a phone? I didn't get any confirmation from Three so no idea.

Re: How to ensure your phone is ready for the 3G switch off

Anonymous — Mon, 23 Sep 2024 19:00:02 GMT

Do we have a date for the 3G switch off please? I live in Greater Manchester area

Re: How to ensure your phone is ready for the 3G switch off

JonathanB — Tue, 24 Sep 2024 13:21:10 GMT

Hi @Anonymous,

The Manchester area has had 3G switch offs carried out from the 13th September onwards. If you put your postcode into our Coverage Checker page, and choose 3G, there should be a message to confirm the date for your specific area.

Thanks,
Jonathan

Re: How to ensure your phone is ready for the 3G switch off

Anonymous — Tue, 24 Sep 2024 16:52:02 GMT

Thank you

Re: How to ensure your phone is ready for the 3G switch off

JonathanB — Wed, 25 Sep 2024 16:06:47 GMT

Hi @MON,

Thanks for reaching out about this, I've made some enquiries for you and sent a PM to give instructions on how we can get this sorted out for you.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: How to ensure your phone is ready for the 3G switch off

linewait — Thu, 03 Oct 2024 10:08:18 GMT

I think you need to make your guidance a bit clearer here.

If someone's phone does not have VoLTE, then they will not be able to make or receive any calls on the Three network once 3g is turned off.

And having a 4g/5g capable phone does not necessarily mean it can do VoLTE.

I think you need to say something a little more forceful than "services may be impacted" because the impact is that the phone completely stops working, for making regular phone calls. I also think there should have been clearer messaging on this long ago, but it's too late for that now.

Re: How to ensure your phone is ready for the 3G switch off

Robin — Mon, 14 Oct 2024 18:28:15 GMT

Thanks! solved problem of only WiFi calls when WiFi was available and the phone went dead when I had no wifi

Re: How to ensure your phone is ready for the 3G switch off

JonathanB — Tue, 15 Oct 2024 10:46:20 GMT

That's great news, glad to hear this got your calls back up and running!

Re: How to ensure your phone is ready for the 3G switch off

Gafurrzejnullah — Thu, 07 Nov 2024 04:57:43 GMT

Hey my calls not working and internet aswell

Re: How to ensure your phone is ready for the 3G switch off

PeteG — Fri, 08 Nov 2024 11:58:46 GMT

Hello there.

There was a short issue on the network in the early hours yesterday, and this is likely what was causing the issue you experienced.

It was resolved shortly after, if you're still having issues, I'd recommend turning your phone off and back on to refresh the connection.

Pete.

Re: How to ensure your phone is ready for the 3G switch off

Courtney2 — Fri, 20 Dec 2024 23:09:56 GMT

I haven’t been able to call out or receive calls for weeks. I have made sure all the relevant mobile data services are enabled on my phone and it still doesn’t work. Really considering moving providers.

Re: How to ensure your phone is ready for the 3G switch off

PeteG — Sat, 21 Dec 2024 17:46:50 GMT

Hello, Courtney.

That's not so great. Did anything change around the time you started having the issue, such as getting a new phone or anything like that?

What is happening when you try to make a call? And what happens when someone tries to call you?

Pete.

Re: How to ensure your phone is ready for the 3G switch off

Courtney2 — Sat, 21 Dec 2024 19:22:31 GMT

Hi Pete, no nothing has changed. It just doesn’t call out, doesn’t ring or anything no matter who I call. When someone tries to call me it rings on their side but I don’t receive the call

Re: How to ensure your phone is ready for the 3G switch off

PeteG — Sun, 22 Dec 2024 16:55:59 GMT

What kind of phone are you using?

Pete.

Re: How to ensure your phone is ready for the 3G switch off

Courtney2 — Mon, 23 Dec 2024 10:18:11 GMT

I am using an iPhone 11

Re: How to ensure your phone is ready for the 3G switch off

MichaelP — Fri, 27 Dec 2024 12:34:17 GMT

Hello @Courtney2,

Thanks for confirming this. Just to confirm, is the phone on the latest software update, and have you followed the VoLTE steps outlined above?

Also, have you tried to reset your network settings? You can do this through the following steps:

Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. Please note, this may delete Wi-Fi/Bluetooth connections/passwords.

Thanks,
Michael

Re: How to ensure your phone is ready for the 3G switch off

Charmimehta — Thu, 23 Jan 2025 16:01:39 GMT

Call was working till yesterday but today its not working at all despite following the above instructions

Re: How to ensure your phone is ready for the 3G switch off

JadeF — Fri, 24 Jan 2025 09:48:15 GMT

Hey @Charmimehta

Welcome to the Three Community page.

Following an issue affecting voice calls yesterday, services have almost returned to normal overnight. Our monitoring has picked up an issue with calls connected via WiFI which we are investigating urgently.

Today, we also expect to see an additional impact on our service due to Storm Éowyn in some areas. We have already deployed extra engineering resources and planning for these areas, so we can bring sites that are impacted back online as soon as it is safe to do so. A normal volume of 999 calls were connected yesterday and our monitoring confirms the service is working fully this morning.  

We continue to investigate the small number of reports that we received about 999 call failures. We apologise sincerely for the inconvenience caused by the issues on our voice network.

Thanks, Jade