Calling issue 23/01/2025 [UPDATED]

[DanniD]

Hi everyone,

UPDATE: Following an issue affecting voice calls yesterday, services have almost returned to normal overnight. Our monitoring has picked up an issue with calls connected via WiFI which we are investigating urgently.

Today, we also expect to see an additional impact on our service due to Storm Éowyn in some areas. We have already deployed extra engineering resources and planning for these areas, so we can bring sites that are impacted back online as soon as it is safe to do so.

A normal volume of 999 calls were connected yesterday and our monitoring confirms the service is working fully this morning.  We continue to investigate the small number of reports that we received about 999 call failures. We apologise sincerely for the inconvenience caused by the issues on our voice network. 

Due to these issues, our phone and chat lines are and will continue to be incredibly busy, so we're aware there may also be issues getting through to the teams at the moment. Please bear with us as we work through this. 

Thanks,
Danni

[Tunnybabs]

Hi StephR,

I have been unable to make calls for over a month now. I have called and chatted the technical team severally and I have done sim replacement but all to no avail. I am on a sim and phone contract and I can't continue using the sim like this. Is it possible to transfer the sim contract to another new sim (new sim number)?.

[Cunni1]

Im having the same problem 

[JonathanB]

Hi @Tunnybabs,

Sorry we've missed this post, you've replied to quite an old thread here. I'm keen to help though.

What model of phone are you using? Is it only calls that are affected, for example sending texts and using data is fine? If you check our coverage checker, and switch to the 3G tab, this will let you know if we've been switching off any 3G masts in the area. Please let me know if this coincides with when the issue started?

Thanks,
Jonathan

[DaveH]

Hi - Sounds like we have the same problem. I've been on various chats and calls with Three. They say my phone needs to support VoLTE (Voice over LTE), as it doesn't I'm stuck as Three have turned off their traditional Mobile voice. 

I'm not sure if Three are telling me the truth but I can confirm that voice calls work fine when I pop the sim into a modern iPhone 15

Regards

Dave

[SWDE75]

I’m having trouble ringing out and receiving calls, phoned 3 and spoke to a call centre person and they got me to do several things but to no avail..I have a IPhone 15 pro max and unlimited data and updated to iOS 18

company are a shambles

[PeteG]

Hey there. 

Oh, that's not so good. Since you've updated already, can you try doing a reset of the network settings in the phones reset menu? This will cause the phone to have to redownload the latest carrier settings, and will hopefully restore your calling ability. 

Pete. 

[JonathanB]

Hi @DaveH,

I'm sorry to hear this and we're keen to help. If you check our coverage checker, and switch to the 3G tab, this will let you know if we've been switching off any 3G masts in the area. Please let me know if this coincides with when the issue started?

Is the iPhone 15 a phone you're only able to use temporarily? What model of phone do you normally use?

Thanks,
Jonathan

[DaveH]

Hello Jonathan, 

The Three coverage checker states "We’ll be switching off a 3G mast here on 30 September 2024" therefore my problem shouldn't coincide with 3G switchover as it hasn't happened yet.  

My phones (I've tried multiple) are Motorola e.g. G7 Power, G6+ and these prefer CDMA. From what I see, Three have CDMA turned off for most of the day, however it occasionally comes back and then my phones work. SMS txts continue to work 100% of the time, it's only making/receiving calls that are broken. I spoke to multiple departments in Three (also via Twitter) and they all say I need VoLTE enabled (which isn't supported by my phones). When I switch to a phone that supports VoLTE everything works fine. My problem is that I can't afford a new phone right now so I've switched to PAYG on EE and my phones now work again. 

Regards

Dave

[Marylyn45]

Is happening to every number and is say my number doesn’t support this service 

[MichaelW]

Hi, I was wondering if someone could help. The issue started a couple of weeks ago where calls might drop randomly, but for the last week I've been unable to make or receive calls.

My phone can display a full signal, but if I attempt to make a call, either the signal just drops and the network becomes "unavailable", or nothing happens--no ring/call tone. From what family and friends tell me when I contact them through something such as Facebook messenger--on their end, it will either ring for a few seconds and go straight to voice mail, or tell them that I'm on another line. 

This happens both inside of my home, out in the open.

I've tried removing and reinstalling the SIM, resetting network settings on my handset, and even going far as a factory reset of the phone itself. 

I can, however, receive texts (thank goodness because of verification codes) and use internet data. I am PAYG. My phone is a little outdated, a Samsung Galaxy S7, but it does have 4G/LTE--and I'm mentioning this because I'm aware 3G is being phased out. I very recently topped up and did get a text confirming it--as well as addons appearing on my account dashboard. 

I hope I'm providing enough information here to troubleshoot.