topic Re: Unable to make / receive calls in Network

Unable to make / receive calls

Buffster41 — Wed, 12 Jun 2024 14:55:40 GMT

I have been unable to make or receive phone calls now for at least a month, you are saying because you are switching 3G off and you need 4G calling ( which according to your page my phone does ) but still nothing. But visiting 2 phone stores today ( inc 1 who deals with all phones and several networks Inc 3 ) BOTH told me phone calls have nothing to do with 3 or 4G !!! That is to do with the internet only and that even if you have a simple basic phone you should be able to make / receive phone calls. In the second shop he told us he has had lots of complaints from 3 customers with the same problem, and it's a problem with them. So what is the TRUTH !?!?

Re: Unable to make / receive calls

MZone — Wed, 12 Jun 2024 20:28:45 GMT

Have a look at the page here for more information. If your phone doesn’t support 4G calling or VoLTE and 3G has been switched off in your area then you won’t be able to use your phone. If your phone is compatible as you say then check that 4G calling or VoLTE is toggled on. Also put your postcode in the coverage checker to see if 3G has actually been switched off in your area. If it hasn’t then this is not the issue and you need to contact customer services.

Re: Unable to make / receive calls

Buffster41 — Thu, 13 Jun 2024 11:25:28 GMT

No it's not because as I said 4G has nothing to do with calling !!! It's the internet only. And sorry but customer service is about as much use as a chocolate fireguard !!

Re: Unable to make / receive calls

Buffster41 — Thu, 13 Jun 2024 11:29:08 GMT

I went into the 3 shop who were very unhelpful , peddling the same nonsense . When I told them my phone was on the list for having 4G calling , although it doesn't , they just told me to contact Samsung !!

Re: Unable to make / receive calls

MZone — Thu, 13 Jun 2024 11:59:40 GMT

I’m sorry but you are incorrect 4G has a lot to do with calling especially if 3G has been removed in your area. You have obviously not read the link I provided.

Re: Unable to make / receive calls

JonathanB — Thu, 13 Jun 2024 13:34:54 GMT

Hi @Buffster41,

I'm sorry to hear that you've been hearing conflicting information. Although the primary distinction between 3/4/5G is the data speeds you can obtain, you do need an appropriate signal to make calls. Currently calls are made/received over 3G and 4G (4G calling is dependent on the phone and software supporting this feature), however 3G is in the process of being shut down (more info in the link @MZone shared).

Can you let me know what make and model of phone you use? Does our Coverage Checker show that we've shut down 3G in your area? Let me know on the above and I'll check if there's any other advice we can give.

Thanks,
Jonathan

Re: Unable to make / receive calls

Buffster41 — Thu, 13 Jun 2024 16:51:02 GMT

According to the checker my area still has 3G coverage & 4G is available. My phone is a Samsung J3 2017. Which appeared on the list as having 4G calling but the only option if has is 2G/3G/4G auto connect . Which I assume is something different to 4G calling !?!!

Re: Unable to make / receive calls

Buffster41 — Thu, 13 Jun 2024 16:51:51 GMT

Oh and I'm only on PAYG but I presume that makes no difference.

Re: Unable to make / receive calls

JonathanB — Fri, 21 Jun 2024 10:41:19 GMT

Hi @Buffster41,

Sorry for the delay in getting back to you, yes PAYG and Pay Monthly should be able to make and receive calls just the same, the only distinction for PAYG would be for making calls you need sufficient credit, or a pack to give you calling allowances. Receiving calls will be free.

If this issue is ongoing, can you let me know what error message you see or hear when you try to make a call? If possible, are you able to find out what the message is for someone trying to call you? For example are they getting diverted to Voicemail, or do they get a message saying they're dialling an incorrect number?

Thanks,
Jonathan

Re: Unable to make / receive calls

Buffster41 — Fri, 21 Jun 2024 15:20:43 GMT

Yes I'm still having the same problem and it's been well over a month now !! I don't get any message when I try to ring out , just nothing no dial / ring tone. When someone tries to ring me , it rings out on their end and nothing on my end. Also it is a new SIM card and phone , so it's nothing like that.

Re: Unable to make / receive calls

Jack751 — Fri, 20 Sep 2024 20:22:58 GMT

4G was never ever intended to carry voice calls it was only intended to be used for surfing with mobile data. So if you are going to use 4G for voice by using VOLTE (assuming it has VOLTE capability which it may not) the phone will need to have mobile data switched on to receive and make voice calls as you are basically just making a wifi call over mobile data. Although having mobile data continually activated with PAYG is not such a good idea as all your apps will be updating as well as some downloading adverts at the expense of your PAYG credit. The truth is that 3 have gotten ahead of themselves switching both 2G and 3G. I many other countries the official policy is to switch off 3G only leaving 2G in place (as this takes up much less bandwidth so not much of a problem) It was universally agreed by carriers that 2G can remain in place upto 2033. It is 3's own choice to switch off both 2G and 3G and one can only speculate as to why they have done this as it does mean that many perfectly good phones will need to be replaced. In Spain for instance Buffster41's phone which now only has 4G but will also still be basic 2G capabable, would in Spain be able to use 2G for voice and SMS Text then automatically switch to 4G for mobile data if required but then wouldn't even need to do that if there was a local wifi signal available for data. But! ..All is not lost in the UK, as EE and O2 are leaving their their 2G coverage in place. So PAYG phones that only have 3G and 4G can still use their basic 2G signal for voice and SMS Text and their 4G signal for mobile data if needed due to no local wifi available. EE would seem to be the best choice but no idea how long 2G will be available for from EE but then switch off could be as far away as 2033 which is the universally agreed deadline to keep 2G available exactly for the phones like Buffster41's. Seems like a smart move from EE because they will surely be picking up 3 customers who are perfectly happy with the phone they have but so much with 3's enthusiasm to render their phones useless while a 3 simcard resides within it.

Re: Unable to make / receive calls

Threeeeeeer — Wed, 02 Oct 2024 12:37:35 GMT

I've tried absolutely everything. And I mean absolutely fxxxxing everything. There isn't anything anybody on here can suggest. No resolution!!!!

Re: Unable to make / receive calls

KateS — Thu, 03 Oct 2024 12:08:29 GMT

Hey @Threeeeeeer,

Can you give me a bit more information on the issues you're experiencing?

If it's 3G switch-off related, can you provide me with the make/model of the device you're using and what steps you've carried out so far?

I'd also recommend checking out

Thanks,

Kate

Re: Unable to make / receive calls

Threeeeeeer — Sat, 12 Oct 2024 02:03:34 GMT

I've worked out it's the phone isn't compatible.

Thanks for replying