topic Re: Can’t make or receive calls on 4G in Network

Can’t make or receive calls on 4G

Yabs — Fri, 04 Oct 2024 14:45:33 GMT

I cant receive or make calls with a 4G signal, yes my phone (iPhone Se 2nd generation) Is 4G compatible, yes I’ve tried all troubleshooting advice, yes VoLTE is enabled.. I’ve even factory reset my phone.

It would be nice if someone from three tells me where we go from here instead of repeating the same advice and giving a link to check if my phone is 4G compatible.

It is and all checks have been done.. so with the greatest of frustration.. now what?

Re: Can’t make or receive calls on 4G

PeteG — Mon, 07 Oct 2024 08:56:00 GMT

Hey there, Yabs.

Oh, that's quite strange, it sounds like you've done everything that would be needed normally, and the phone you have is set up for VoLTE normally anyway.

Can you confirm if you've travelled to other areas and tested the phone while there? I'm wondering if perhaps the issue isn't actually related to the phone, but perhaps a network problem nearby. Also, as an additional way of ruling out the phone, do you have another phone you could test on?

Pete.

Re: Can’t make or receive calls on 4G

Yabs — Mon, 07 Oct 2024 12:02:24 GMT

Hi Pete, thank you for your reply.

It happens in the same postcode area which is CT9 it’s quite a large area I haven’t been out of that area to test as I both live and work there, if my phone enters part of the ct9 area that still has 3G coverage I can make a call (but the signal isn’t great) but as soon as my phone finds a 4G signal it won’t connect or ring at all.

i don’t think the area is a problem as I know other people on three and they aren’t having the same problem.

Regards

Re: Can’t make or receive calls on 4G

JonathanB — Mon, 14 Oct 2024 15:34:11 GMT

Hi @Yabs,

It sounds like this could be a SIM fault given that it doesn't appear to relate to a network issue in the area. If you pop into a Three store with ID, they can swap your number onto a new SIM for you, or if that's not suitable, get in touch and customer services can post a replacement SIM out to your billing address.

Please let me know if this solves the problems you've been having with making and receiving calls.

Thanks,
Jonathan

Re: Can’t make or receive calls on 4G

Yabs — Tue, 15 Oct 2024 10:41:02 GMT

Hi Jonathan

Thanks for your reply, I did initially think it was my sim as it had been used in two of my earlier phones so ive had it a while.

but when I spoke to customer services on the chat function the operative insisted it wouldn’t be a problem with my sim and it couldn’t be a solution, in fact my question regarding the sim when I read back on the chat transcript was ignored until I insisted on a reply to my question, and on the third or fourth time asking I just received a curt “no” same operative also suggested I should get a new phone as a solution when I mentioned the sim.

but I will try your suggestion and get back to you

Thanks again

Re: Can’t make or receive calls on 4G

Yabs — Tue, 15 Oct 2024 11:40:59 GMT

Also… just had a text from Three today regarding an update on my recent contact with them telling me they would be calling me today and the number they will be calling from.

not sure how I’m meant to take that call as not getting calls is kind of my problem. It really is quite frustrating as they must know that is the issue with my complaint

Edit: they must have just tried to call I have a notification of a voicemail from them

Re: Can’t make or receive calls on 4G

JonathanB — Wed, 16 Oct 2024 10:41:01 GMT

Hi @Yabs,

I'm really sorry that this has happened, generally if a technical case is raised for a customer it's standard procedure to take an alternative contact number to avoid this sort of situation. We're pretty certain in my team, that this issue is a fault with your SIM provisioning for VoLTE services though, so I do think that as soon as your number is swapped to a new SIM that your call services will be restored. Please let me know as soon as you've been able to test this.

Thanks,
Jonathan

Re: Can’t make or receive calls on 4G

Yabs — Wed, 16 Oct 2024 15:12:13 GMT

No worries Jonathan you’ve been very helpful i just need to find time to get to a three store when I’m not working and I’ll get back to you and let you know the outcome

cheers

Re: Can’t make or receive calls on 4G

ItsTorii3 — Sun, 20 Oct 2024 21:03:36 GMT

Did this work at all as I’ve been experiencing this on my iPhone 15 pro max for nearly a month now, and three help services and chat have not been very helpful

Re: Can’t make or receive calls on 4G

JonathanB — Thu, 24 Oct 2024 10:39:28 GMT

Hi @ItsTorii3,

I've not heard back from @Yabs yet, but we have determined that there's a small number of customers who need to swap their SIMs due to an issue with 4G calling settings. We think this will be the same in your case too.

If you pop into a Three store with photo ID, or get in touch, your SIM for the same phone number can be replaced, and I expect this should get everything back to normal for you.

Thanks,
Jonathan

Re: Can’t make or receive calls on 4G

Yabs — Thu, 24 Oct 2024 13:53:18 GMT

Hi Jonathan.

im going to pop to the three store today as ive taken an hour off to finish work early, do I need photographic ID? That wasn’t mentioned in your post to me but ive just read it in your post to someone else… If so that will be a problem as i don’t drive or holiday abroad.

will nothing else be acceptable? I have cash cards on me and also have received my new wage slip today.

Re: Can’t make or receive calls on 4G

JonathanB — Thu, 24 Oct 2024 13:55:01 GMT

Sorry @Yabs,

The store teams have a really strict policy so it would need to be passport or drivers license. Apologies that wasn't clear from our earlier conversations. You can still request a SIM in the post through customer services. They'll verify your account with a security code by text.

Re: Can’t make or receive calls on 4G

Yabs — Thu, 24 Oct 2024 13:59:18 GMT

Ok Jonathan, thank you I guess I’ll have to do it that way

Re: Can’t make or receive calls on 4G

ItsTorii3 — Sat, 26 Oct 2024 14:43:32 GMT

Hi Jonathan!

thanks for getting in touch

I’m playing on going into a three store tomorrow to sort this so hopefully that will solve the problem, many thanks!