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 @Cgoel,

The 3G switch offs have completed with a very few exceptions now, so there's a chance this isn't related, but if the issue started very recently, and texts/data are still working, it seems likely that your phone isn't set up for, or doesn't make 4G/VoLTE calls.

I'd recommend having a look at How to ensure your phone is ready for the 3G switch off and make sure you've tried all the suggestions there. If you're still not able to make or receive calls afterwards, please let me know which make and model of phone you use.

Thanks,
Jonathan

[PC-Vega]

I am in West London and having the exact same problem. I can't even listen to my voicemail. I will be moving to a new provider as this is just unacceptable!

[ARP]

I'm also in London - SW London. My phone hasn't been making any calls for the last couple of days. Now I have a voicemail message, but I can't listen to it! Three customer service told me to try my SIM card in another phone at the Three shop to listen to my voicemail. They said they will get my phone sorted in the next two days. 

[JonathanB]

Hi @PC-Vega,

Sorry to hear you've been having trouble with your calls recently. There's some advice on How to ensure your phone is ready for the 3G switch off which will help you clarify if your phone is compatible to make 4G calls.

Thanks,
Jonathan

[Lrdmashptato]

I'm the same I managed to receive a call a couple days ago but today I can't make any calls, it says "calling" but no dial tone or connection is made. I'm on a Motorola g9 plus which is 4G and still can't make or receive calls I've been on live chat for the last 2 hours and they couldn't give me an explanation other than I need to upgrade to a new device that works with 4G even though they have confirmed my phone is 4G. I have hospital appointments coming up due to health related issues and there is no way for them to contact me if my phone isn't working.

[JonathanB]

Hi @Lrdmashptato,

Sorry to hear you've been having trouble with your calls recently. There's some advice on How to ensure your phone is ready for the 3G switch off which will help you clarify if your phone is compatible to make 4G calls.

Also just to double check, when you have a look at our Coverage Checker, and pop over to the 3G tab, do you see info to confirm we've shutdown 3G in the area?

Thanks,
Jonathan

[Cgoel]

I have LTE setting on my phone but not VoLTE setting though the specifications mention it to have VoLTE.

I have checked the 3G coverage in the area and it has not shut down yet. This is just annoying and looks like I have no option to get a new phone to be able to make and receive calls.

[PeteG]

Hello. 

Unfortunately, yes. If the phone doesn't support the VoLTE feature for completing calls over 4G without a supporting 3G network, you'll need to buy a new phone. 

Pete. 

[Kb888]

Is three going to provide new phones to these customers or offer a discount?? Your website and guide doesn't mention a new phone is required as a resolution 

[Buffster41]

Yes I've also been unable to make or receive phone calls now for months. I have a new SIM card and phone so it's not that. Also my area has 3G coverage still apparently so it should not be anything to do with the 4G calling .