topic Can't make or receive calls, but can text and use data in Network

Can't make or receive calls, but can text and use data

jrwalker — Tue, 08 Oct 2024 13:59:16 GMT

Hi, for the last couple of weeks I have been unable to make or receive phone calls. I can send and receive texts and use my mobile data, so I don't understand what the problem is. I have restarted my phone and removed/replaced the sim multiple times. Could anyone help please?

Re: Can't make or receive calls, but can text and use data

ARP — Tue, 08 Oct 2024 18:26:20 GMT

Something to do with 4G calling /3G shutdown - see this thread: https://community.three.co.uk/t5/Network/Can-t-make-or-receive-calls/td-p/28974

I have the same problem - customer service raised a query and said it should be sorted in two days.

Re: Can't make or receive calls, but can text and use data

Yabs — Wed, 09 Oct 2024 12:48:41 GMT

same thing happening with my phone too.

regarding it getting sorted in a couple of days.. I never got that advice from customer service all i got was endless troubleshooting advice I had already tried and the operative trying to sell me a new phone which I complained about, I was told I would hear back within a week regarding my complaint and that hasn’t happened either so fingers crossed.

Re: Can't make or receive calls, but can text and use data

Yabs — Fri, 11 Oct 2024 09:27:38 GMT

Hi Arp

out of interest now it’s been three days did your problem get sorted regarding the calls?

Re: Can't make or receive calls, but can text and use data

Kb888 — Fri, 11 Oct 2024 10:42:00 GMT

I was told the same thing, that was in September. Same issue of can't make or take calls, every other function OK. Yesterday, Three told me the solution was to leave and change network provider as they said the problem was masts and no end date for repair. I've been with Three for several years and never been asked to leave before. Do they expect all customers with the same issue to leave?

Re: Can't make or receive calls, but can text and use data

Yabs — Fri, 11 Oct 2024 11:52:35 GMT

They seem to be saying something different to every customer they speak to, very strange. I’ve been with Three for about 13-14 years.

i have a feeling this is something that three will get in a lot of trouble for over the following years especially as they are advising some customers with compatible phones that they may need a new one which could come under the bracket of being mis-sold to? if they then go on to get a new handset from three

Re: Can't make or receive calls, but can text and use data

Dragonbok60 — Sun, 13 Oct 2024 20:37:14 GMT

I've had the same problem. Been to shop twice for new new sims no difference and was told my phone was the problem. It's strange how it works with a Vodafone sim. Broadband has been crap as well and when I sent an email to customer wellness telling them I was cancelling due to breach of contract that bounced back. Glad I sent copy to ombudsman.

Re: Can't make or receive calls, but can text and use data

MichaelP — Mon, 14 Oct 2024 13:56:32 GMT

Hi @Dragonbok60,

Sorry to hear you've had these issues with calls.

If your phone is a dual-SIM device, please check that your Three SIM is in SIM slot 1.

Please also check that your device has the latest software update and try to reset the network settings on the device. Please note, this will clear your Wi-FI/bluetooth history. If you're unsure how to do this, please share your device make and model.

When you tried a Vodafone SIM, did VoLTE settings appear in your device settings?

Thanks,
Michael

Re: Can't make or receive calls, but can text and use data

Steveb3163 — Tue, 15 Oct 2024 11:55:55 GMT

They sure do, I have had my post removed by moderators because I guess it really hit home how 3 are not taking any ownership of the issue for so many customers.

When I went to my local 3 shop the guy said if you are a contract customer with the identical problem 3 are giving those customers brand new 5G phones free of charge. But this option is not available for PAYG customers. Good luck

Re: Can't make or receive calls, but can text and use data

Steveb3163 — Tue, 15 Oct 2024 12:00:03 GMT

Hi, every online chat I have had about this problem has followed a very similar script and the conclusion is for them to transfer me to sales to upgrade from PAYG to a contract and purchase a new 5g phone from 3. Well that's not in my budget at the moment...and I like my phone, until it stopped working for calls on September 19th. All other sims from other networks work absolutely fine for 4g calling.

Re: Can't make or receive calls, but can text and use data

Steveb3163 — Tue, 15 Oct 2024 12:02:52 GMT

Well done.... I've had a very similar experience...can we involve OFCOM or whatever the institute that monitors mobile phone providers and their service and practices?

Re: Can't make or receive calls, but can text and use data

Cazziiee — Tue, 15 Oct 2024 14:14:25 GMT

Mine be like since Friday

Re: Can't make or receive calls, but can text and use data

Kb888 — Tue, 15 Oct 2024 15:20:05 GMT

Yes my calls function stopped about late August to September time. I am also on Three contract. I can also onfrim other network sims can call and take calls from my phone. I'll try visiting a Three store with a selection of sim cards, see what they say

Re: Can't make or receive calls, but can text and use data

ARP — Tue, 15 Oct 2024 17:46:15 GMT

Hello Yabs, yes, my phone wouldn't send text messages on Wednesday afternoon. So I went to the corner shop and bought an O2 SIM. Now I am with O2 & everything is working fine. It's the same price for the same data etc: £10 per month.

Re: Can't make or receive calls, but can text and use data

Kb888 — Tue, 15 Oct 2024 20:59:57 GMT

Hi, what phone are you using that is not making or receiving calls?

Re: Can't make or receive calls, but can text and use data

Steveb3163 — Wed, 16 Oct 2024 08:04:18 GMT

Good solution, and apparently it's what 3 are recommending... very strange not to take the position of ownership to the issue in the interest of customer retention..in addition when the information does get out to the mainstream via ofcom, or whatever governing body monitors disputes, surely it will have an impact on 3's potential new customers,when given the massive competition available. I personally went to Labara, very similar package for 2 pounds for the first 3 months then six pounds after that. Good luck everyone

Re: Can't make or receive calls, but can text and use data

JonathanB — Wed, 16 Oct 2024 10:32:00 GMT

Hi @Cazziiee,

If you're having issues with calls specifically, please have a look at this article which should help with the common advice on how to get your phone working with VoLTE if it's compatible.

If you're still unable to make calls after following the advice there, please let me know which make and model of phone you're using.

Thanks,
Jonathan

Re: Can't make or receive calls, but can text and use data

Kb888 — Wed, 16 Oct 2024 10:32:21 GMT

Nowhere in that guide states that if your phone doesn't have that volte option, you have to replace the phone. It is sneaky, unclear and deceiving.

Some customers are on sim only contracts with handsets purchased elsewhere. They are still loyal Three customers. Is Three going to be supplying volte compatible phones to the affected customers or offering better deals to compensate for this serious mess Three have caused??

Re: Can't make or receive calls, but can text and use data

dbk — Thu, 17 Oct 2024 12:51:59 GMT

Me too, in Cheltenham, and I have had similar problems for a month now. Sometimes my phone tells me by text that I missed a call but my phone hasn't made any indication that someone was calling. I have a dual-sim Galaxy Note 8 and I tried swapping the sims over but the '3' sim wouldn't work in the #2 slot so that's not the problem.

I don't know if it is relevant but my signal isn't as good since the torrential rain two weeks ago and my phone tells me I'm not connected to the usual mast.

Re: Can't make or receive calls, but can text and use data

Jet69 — Thu, 17 Oct 2024 21:34:51 GMT

I'm at my wits end backwards and forwards with tech support have been assured that my Sony Xperia 1 ii is compatible on the network since the 3 g switch off but is still unable to make OR receive calls despite working with an EE SIM ,my SIM is also fine in other phones phone has been thoroughly checked and working absolutely fine