Phone not making or receivng calls, all other functions ok.

[Gold]

Recently my phone stopped making or receiving calls but the messaging and data services seem ok. Trying to call out gives a 'calling...' message but no ring tone and it ends after a minute or so. Calling in goes to 'unable to take your call, leave a message' after a minute or so and I get a notification on the phone for the missed call. If the phone is using local wi-fi only the person calling in hears no dial tone, but if the phone is using 4G the caller hears a ring tone.

I'm finding it very difficult to get support from Three on this as the online assistant is solving problems I haven't got and calling support on my landline asks me to leave a Three phone number that the support tea, can call back on (which isn't working). I'm on a pay as you go account and yes there is credit in the account now. I've not had any notification that the account has a problem.

Any help on this would be appreciated, even if it is only to say whether it is the phone unit, phone seettings/software, or Three service that is the problem.

[Elsmith123]

It seems when we’re all connected to WiFi only. This also happens at different addresses when we’re connected. Only started a few weeks ago and I’m now missing several calls 

[jr0]

Hi @Elsmith123 

Are you relying on wifi calling because you don't have coverage or is coverage no good?
And what handsets, make and model, do you have if you don't mind me asking?

In case wifi calling problems were wide spread accross the network there would be more users here complaining, including myself.

[Elsmith123]

Have good coverage in my area but now having to use my data allowance.  As I said, this started happening about 6 weeks ago. We use iPhones and Samsung.  This is also happening when I visit my partners address. We both can’t use the WiFi calling.

[Elsmith123]

I’m having the same issue. There’s 4 of us on 3 in my household and none of us can make or receive calls. Tried switching off etc, all that’s been recommended and still doesn’t work. 1 of my sons is on EE and has no problem making or receiving calls 

[JonathanB]

Hi @Gold,

I'm sorry to hear you've been having trouble with your calls. Are we reporting any local issues on our Network Status Checker?

As it seems to be specifically calls, please have a look at How to ensure your phone is ready for the 3G switch off 

This will cover off the main things in order to check that VoLTE 4G calling is set up on your phone. If you're still no further forwards, please let me know what model of phone you're using?

Thanks,
Jonathan

[Gold]

When doing the checks I noticed that in settings/system/about phone the phone number is 'unknown'. Is this a likely cause of problems?

[JonathanB]

Hi @Gold,

Typically this can happen if you ported your number from another network, as the number isn't the same one originally assigned to the SIM. It doesn't actually impact services.

Thanks,
Jonathan

[andrzej]

Exactly the same situation here, Reading area. Mobile data, and text messaging works fine, but making and receiving calls simply doesn't work. Similarly pay as you go account, plenty of credit on the account. I have a second backup phone around and swapping sim card to the second phone resulted in the exactly same behaviour. I'm hoping this gets resolved very quickly.

[Paddiewack]

I live near Reading and have not had any issues at all.