Motorola G6 - Data but no voice calls

[Skey]

I pay for 5 phones a month, one of which is for my mother-in-law who is 87. Her phone (Motorola G6) is supposedly 4G compatible (I checked last time she came to visit, she lives about 100 miles away) but today, whilst she had data and was able to call via Whatsapp, she couldn't make or receive any voice calls. She travelled into town and spoke to someone at the Three store who told her she needed a new Sim card but she needed ID. She travels back, gets her passport and then obviously she doesn't get a new Sim because she isn't the account holder. In the end, I call up and get someone on the phone who tells me that the whilst the phone is 4G, it isn't compatible with the network because it doesn't handle VoLTE so, tough... Can I put you through to the channel where you can buy a new phone. 

Anyone else have this problem or is it something specific to this phone. I know it is hardly the latest Samsung or iPhone but its fine for her needs and isn't more than about 3 years old. 

[Oldoaktree365]

Interesting. My wife and I have a g6 which we bought at the same time. My phone exhibits the same problem but my wife's phone is still working perfectly. What is going on. Are we being positioned into an imaginary problem just to get us to part with more money?

[poziguy]

Hi Skey

I am having the same problem with my punkt MP02 phone, a fancy, supposedly "lifestyle" phone from Switzerland, costing me £200 plus. I bought it specificaly to get around the 3G switchoff, and being able to avoid smartphones. I've been back and forth to Three helpline, high street shop here in Wood Green, the manufacturer of the phone - big frustration over a simple thing (seemingly!). My texts work, but not my voice calls. Problem started mid September - roughly same time as Three's switching off of 3G signal around North London. Funny thing though Now listen to this, I'm not joking: today I got a CALL from (a family member) with perfect ring tone, voice quality, was on it for 10 minutes). What are they doing, or Not doing? I tried to make calls since then, but this was a one - off experience. I'm determined to make it work in the long run though. Just have to wake some boffs into action with their soldering irons, programming laptops, or whatever.

[Kb888]

This problem is affecting lots of people, the Three stores confirm it's a known problem but online here and over the phone with customer service, Three will carry on to play dumb and get you to remove Sim, restart phone etc from all the post ive read, it doesn't matter the age of the phone, it's to do with what masts are getting "configured" that will affect your postcode. If you drive to another town/postcode, you'll probably find you phone will make calls and receive. It's ridiculous how Three changed the conditions which lead to customers requiring a new phone or leave for another provider. It doesn't sound legal and they better compensate appropriately for this. 

[AlanE]

Same problem - I solved it (for me) by putting an EE SIM into the 2nd SIM slot.  This works just fine.  Might move the 3 phone number over to EE later but for now I have two numbers - one for texts and internet, t'other for voice ans texts.

[ARP]

Is ee much more expensive? I was with ee years ago, but moved to 3 to save money

[AlanE]

Don't know but not a problem, for me.  I only use voice occasionally, most contact is via What's App, Face Book Messenger or texts for friends and email for business contacts.  So an EE PAYGO sim solved the 'problem'.  Might be interesting, for me, for someone who knows such things to explain (simple terms please) why EE (and 02 I believe) are different to THREE 

[KateS]

Hey @Skey,

Welcome to the Three Community.

I'm sorry to hear you've had some back and forth in getting support with the issue when it comes to your mother-in-law's device. 

I've had a look at our Device Support page and it does confirm that this specific device isn't compatible with 4G VoLTE calling. 

I appreciate this isn't ideal at all, however, to allow your mother-in-law to make or receive calls, she would require a change of device that's 4G calling compatible. It may be worth while to check if any family/friends have a spare 4G calling device she could use, or we do have some options on refurbished devices available to purchase. 

Thanks,

Kate

[poziguy]

Hi Kate

Please be careful with your advice. I was told by a number of your colleagues that my phone isnt 4G and/or VoLTE capable. However, some of them have changed their mind after reading up about it on the internet, and my issue has now been referred to the third line team. ALSO, after not having any voice service (making and receiving calls) for 5 weeks, today I received a call from a relative, loud and clear, lasting over 10 minutes. So there is nothing wrong with my phone - a Punkt MP02A - and I need urgent help from your network to restore the full service I am paying for.

[woodnth]

Yes, but I suspect this is not because of the limitations of the phone - Moto G6 Play, - but because of 3 Mobile's policy.