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

[Katie]

I’ve had the same problems at home I can only call people over watsapp if I use normal call option no one can hear me and all of our phones are the same. All 4 of us are with 3 so this can not be a device issue but more to do with the provider. We’ve been with three for years but now my upgrade is due I may need to leave as my phone is no use in house it’s so unreliable 

[Convert]

My wife’s iPhone 8 is also not making calls , but messaging works. Showing full 4g signal. Tried my three SIM card in her phone, works fine. Her SIM card in my iPhone 11 doesn’t work.

so off to the Three shop, new SIM card. Same problem.

[Suzy123]

Hi Michael exactly the same problem and it would seem I’m not the only one! I’m wondering if it’s a Three problem. I’m hoping that someone can help. 

[PMC]

Worst decision I made ever signing up to three last Friday, now no signal can’t make calls, receive texts or make calls over WiFi, customer support is pathetic and not at all helpful 

[JonathanB]

Hi @MichaelW, @Zoidmac, 

This could be relating to our 3G switch off, depending on phone settings and compatibility this may explain why texts and data are working, but not calls.

You can check if there's been any 3G masts switched off in a postcode area using our Coverage Checker.

There's also more info on our 3G switch off info page.

Some older 4G devices might not be 4G calling compatible. You can check your device on our device support page. Pick your device, go to Network, then check that 4G Calling (VoLTE UK & Abroad) is ticked. 

If your device is compatible, all you need to do is make sure 4G Calling is switched on in your device settings. (If there's no mention of 4G calling in your settings, also check if this is referred to as VoLTE, as this may vary depending on your manufacturer and software).

If it’s not compatible, you’ll still be able to send and receive texts and use 4G data temporarily. But you won’t be able to make or receive calls using 4G. 

When we switch off 3G, calls, texts, and data will only be available when using a 4G Calling – VoLTE device. If your device isn’t compatible, you’ll need to change to one that’s compatible with 4G Calling to continue using our network.  

I hope this helps, if you need any assistance determining if this is 3G switch off related please let me know.

Thanks,
Jonathan

[MichaelW]

Thank you for your response. 

I have triple checked. My handset does supposedly support VoLTE, and I've had those settings ticked for a while. There is still 3G coverage in my area, and 4G. 

[JonathanB]

Hi @MichaelW,

Can you double check your phone isn't awaiting a software update? Your VoLTE may be failing to kick in if you're using an out of date software version.

Thanks,
Jonathan

[SM2]

It's clearly nothing to do with anyone's phone and it's shocking that you seem to be completely unaware that it's obviously a Three Network issue.

[JonathanB]

I've had a little bit more of a dig into this for you @MichaelW. It looks like for Samsung phones you may have a VoLTE option in both your phone app settings, and in the general settings, so depending on your software, you may need to have this switched on in both places.

If you open the phone app, check in the top right for 3 dots or a "more" button, and check if the settings listed in there have any reference to 4G calling or VoLTE.

If you open your full list of apps, or drag the notification bar down from the top of the screen you can also find your overall device settings, (usually a gear/cog symbol).

In this area you'd be looking for connection, and mobile networks, then check if 4g calling/VoLTE is active in there.

Sorry if we're going over the same ground there, but just need to double check with you as it wasn't clear if you'd checked in one of these locations or both.

Thanks,
Jonathan

[SM2]

Do some more digging, mate. It's nothing to do with Samsung. It's your frigging service.