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

[Anthea]

Same, since a couple of hours (right after I topped up the balance). Tried resetting phone,  simcard, etc., and still nothing.

[Seb1623]

I have just come on here as the same thing is happening to my phone today, surely it’s not a coincidence it’s happening to a few of us

[Ash2521]

This has just started happening to me I can't make calls or receive them

[Piamia]

Same thing just happened to me! And my contract ended about a week ago. 

[FixThree]

When I try to make calls, the plus sign next to the 4G on my phone disappears and I can't make or receive calls. 

When I hang up the plus sign comes back. Not sure what this means.  

[JonathanB]

Hi @FixThree,

Sorry to hear you've been having issues with your calls recently. Have you tried any troubleshooting so far? I've mentioned the below ideas on another response on this thread, but these are some good starting points if you haven't already tried them:

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).

Thanks,
Jonathan

[FixThree]

Hello, 

My phone has VoLTE, but its greyed out and can not be turned on. 

It says 'VoLTE Provisioned' 

I may just go to another network, with O2 you don't need VoLTE to use there network. 

No idea what you have done. But you have blocked 1000s of people from making calls. 

[FixThree]

Hello, I guess I will now add to this thread, for the pass few weeks I cant make calls. 

[The_Greenhouse]

This is total BS... just oredwrd a new SIM to find it won't work for phone calls. Looks like I'll be moving all 3 of my mobile SIMS. After all these years it seems 3 obviously don't need my money anymore 

[Steph999]

I’ve just started getting the same problem last week. I’ve reset the network settings but will only work if I restart the phone then use airplane mode and switch airplane mode back off again, I can then call for a short while, it makes no difference if I’m using 4g or WiFi calling. The phone is an iPhone 14 that’s still in contract with three