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

[PeteG]

Hello, Bungle. 

It's possible the phones don't have the correct carrier configuration. It might be worth completing a reset of the network settings on the devices, and if that doesn't work, you could reach out to the manufacturers to ask about the compatibility of the phones on the Three network. 

Pete. 

[Kb888]

It's got nothing to do with the phones, look at all the comments, thousands of customers are all experiencing the same issue on different devices for several months now. It's to do with the network. If Three thinks it's the phones, they should issue out phones that work if you want to retain the customers. We're not paying for a tariff that can't use the network. Fix the network or give us working phones that can operate on Three. 

[Buffster41]

This is completely ridiculous now, as am STILL unable to make or receive phone calls at home yet I went to a different town 20 minutes away and it worked fine. How on earth is this possible !?!?!? Remembering we still have a 3G signal here so it's not that. 

[Kb888]

Yes I am experiencing the same issues as the rest of the three customers in this thread. I was told it was 2 masts getting maintenance done in Glasgow, several postcodes apart, I was given a back in service date but that was weeks ago. I know it's not my phone as it works in certain postcodes. I think Three knows there is a serious issue here but won't fully acknowledge it. 

[Krho]

Having the exact same issue. 3G is still working in my area even though I am on the 4G network with VoLTE turned on and all software is up to date. 
My outgoing calls never ring and the call eventually fails. I can’t receive calls and now have gotten a txt saying I have 5 voicemails, but I have no record of a missed call and I am unable to call the voicemail box. Not sure what I am supposed to do as a phone that can’t make calls is just an iPad. 

[KateS]

Hey @Krho,

I'm sorry to hear you're also struggling to receive calls.

Could you confirm the make/model of your device? Also, are you using a dual SIM, at all? If so, could you check the Three SIM card is in SIM slot 1 and the Three SIM is selected as your primary SIM, please.

Thanks,

Kate

[Buffster41]

Months later still having the same problem and now I am told on my phone whenever I try to make a call your selected network 3 is unavailable. And a apparently still have 3G coverage so that isn't the reason !!!!

[KateS]

Hey @Buffster41,

I'm sorry to hear you're still experiencing issues with calls.

I'll pop you over a PM with information on how to reach a team who will be able to support you further.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,

Kate

[Buffster41]

This is completely ridiculous now, as am STILL unable to make or receive phone calls at home yet I went to a different town 20 minutes away and it worked fine. How on earth is this possible !?!?!? Remembering we still have a 3G signal here so it's not that. 

[Buffster41]

I GUESS THERE IS NO REASON THIS IS HAPPENING BESIDES YOU HAVE MAJORLY SCREWED SOMETHING UP AND DON'T WANT TO ADMIT IT , DUE TO THE LACK OF REPLY !!!!