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

[JonathanB]

Hi @Steph999,

Sorry to hear you've been having issues with your calls recently. Have you been able to test this from more than one location? If not, or it seems to be tied to a particular area, does our Network Status Checker show that we're aware and working on any issues?

There's a list of common troubleshooting on our How to ensure your phone is ready for the 3G switch off article too. Have a look at these and check if any of these help, such as updating the device software, checking VoLTE and 4G data are enabled, and it may also be worth resetting your network settings (we usually recommend to reset network settings last, as this forgets saved Wi-Fi and Bluetooth connections).

Please let me know if any of these suggestions help.

Thanks,
Jonathan

[Steph999]

It’s at my home, I’ve checked and it’s not saying about any issues but if I can’t use the phone here I may as well cancel the contract . If I restart the phone then use airplane mode I can dial out 

[Sophie94]

Hi Steph, did you find a problem? My phone is doing exactly the same as yours and nobody seems to care. Been happening for over 2 weeks and missing so many important phone calls it’s ridiculous!

Thankyou in advance 

[Ckelly94]

I’ve had this problem for a while and just found this thread. Going to settings > mobile data > choosing my SIM > Voice & Data then making sure 4G and VoLTE were enabled fixed it. Not sure if this is something I have disabled myself as I’ve used E sims abroad a few times recently.

[JonathanB]

This issue sounds really frustrating, but we'll do our best to help. It's not clear from what we've discussed if the issue will be a fault with the local network, account, SIM, or phone. Are you able to test your SIM in any other phone to check if the same issue is happening? This may help narrow things down.

As I mentioned on the last response there's a few suggestions on this article: How to ensure your phone is ready for the 3G switch off 

Did you check all the instructions relevant for iPhones on this article?

Thanks,
Jonathan

[Alejaz]

Git same issues, only works calls when restart my phone samsung s20 ultra 5g! In a contract for 2 years... not happy at all.. its my work phone aswell.... 

[PeteG]

Hello there. 

Oh, that's strange. To confirm, the issue is resolve for a while by restarting your phone? 

Pete.

[shane1]

I'm having the same issue. My phone (Oneplus 5t) shows that I have strong signal but I can't receive or make calls, even after resetting network settings. It did work when I was in a different location but I can't go all the way there every time I need to make a call! I'm going to switch providers 😞

[Bungle]

So now switched to asda mobile payg

Better 4g signal in my area, cheaper calls free voicemail etc etc...both phones working fine...surprise surprise....👌

Have a great Xmas everyone. 😁

[Snichyn]

Everything working as it should now with new provider (LycaMobile).

Even noticed that there is a new "Wi-fi Calling" option in my Call Settings. This month after 3 telling me it was a phone manufacturer issue. Useless.