Honor phones (90 lite and 200 lite)/and IMS registration

[Nicktyke]

Hi

My kids have Honor phones. Both are 5G and VoLTE equipped but since the 3G switch off, can no longer make or receive calls. Both handsets have a data connection but both say IMS Not Registered and apparently this is a requirement for VoLTE.

Honor tell me that my network need to whitelist the devices for IMS registration and wondered how to go about getting that actioned please.

[Nicktyke]

I have tried everything on the enabling Volte thread and contacted both 3 and Honor support repeatedly, with both blaming the other. The issue, categorically, is failure of IMS registration. Honor claim that this is not a "per accountholder" problem, hence the lack of inundation of requests. They say there will be preset IMEI ranges that the network consider to be compatible phones and these will automatically register when you insert the SIM. It appears that Honor handsets not sold by 3 do not fall in this range and therefore IMS registration is not possible. This is absolutely not an end user setting.

As far as I am concerned, 3 is failing in its contracted obligations to provide a phone service and I shall have to take steps to terminate my family's contracts and find a new provider.

[JonathanB]

Hi @Nicktyke,

Thanks for getting back to us about this. Can you let me know the TACs for the two handsets? This is the first 8 digits of the IMEIs, please don't share the full IMEI codes.

Again I'm not familiar with precisely what you're meaning by a failure of IMS, but I'll be happy to make some enquiries if you can provide the TACs.

Thanks,
Jonathan

[JonathanB]

Hi @Nicktyke,

We had a further look into this, so no need to supply the TACs.

There's definitely no whitelist for IMEIs, so you may have been misinformed on this subject, and both models of phone you've mentioned are in widespread use on the Three network. I've been assured that a significant number of both models are currently connecting to Three, and are using 4G voice services.

In terms of your specific case. You may not have the SIM cards inserted in SIM slot 1, and have set the Three SIMs as your primary SIM for the handsets. Please check this and let us know. If a SIM is inserted in SIM slot 2, a micro SD slot, and/or not set as the primary SIM card  this can cause a failure to connect for 4G voice services.

Once you've checked this, if the issues persists, we'd also recommend to reset your Network settings for both devices too. Please let us know how you get on.

Thanks,
Jonathan

[Nicktyke]

Hi. Thanks for your continuing assistance.

The sim cards are in slot 1, no cards in sim slot 2. I've reset network settings on both handsets and the problem persists. When I call either of them, the 4G marker vanishes on the signal strength bar and the signal strength drops to zero - they are defaulting to 3G as they are not being allowed to make VoLTE calls.

The Honor handsets both work with an EE sim, both the 3 sims work in a handset purchased from 3, so it has to be a problem at the network end.

[JonathanB]

Hi @Nicktyke,

Thanks for the update, I've passed on your feedback and will let you know if we have any other suggestions. As I mentioned, we've checked and the two phone models are in use by other customers, and do make VoLTE calls on our network though so it doesn't seem to be a universal issue.

Thanks,
Jonathan

[jr0]

hi @Nicktyke 

what do you mean by Three not selling Honor devices?

[JonathanB]

Hi @jr0,

I think they mean that they have Honor handsets that they didn't buy from Three, please correct me if I've picked you up wrong @Nicktyke.

Thanks,
Jonathan

[jr0]

hmm I see what you mean... 

by the way Does Three do such thing? only allowing " preset IMEI ranges"? 

imo seems pointless when there is so many people coming/visiting the UK and potentially those people wouldn't be "allowed" to roam on Three netwok and thus Three not make a few extra quid...
now that I said out loud I think it might be something with the handset

@Nicktykeso do you still have 3G coverage to allow to do voice calls?

[JonathanB]

Yeah I'm not 100% on this point, I think there may be some confusion there, as we have loads of customers who source their own handsets, and as you say inbound roamers from across the world. As far as I've been made aware those two Honor models are compatible with our VoLTE services.

Thanks,
Jonathan