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

[YorkyPablo]

I’ve done that and still am cannot make a call. It rings at the other end but I don’t hear a ring tone on my phone and when the person I am calling calls me back my phone doesn’t ring. 

[YorkyPablo]

Pete,  I am a little unsure how this thread works. I have had the identical  issue as Kirsty.  I cannot receive internet calls and when I dial out I do not hear a ring time but I understand it rings at the other end but I hear nothing. I have reset network settings, switched phone on and off, turned airplane mode on and off and have reset my router. Nothing has worked. What is going on????

[PeteG]

I'm confused sorry, could you confirm what you mean by Internet calls? 

Pete.

[YorkyPablo]

I mean WiFi calls. Using my mobile to call others via my home WiFi network. 

[PeteG]

Are you calls working normally without Wifi calling on? If so, have you tried making a Wifi call while connected to a different Wifi internet connection? 

Pete.

[YorkyPablo]

Calls are fine using cellular only. I was in a store and used there WiFi and I was able to call a relative. But when I tried to ring my wife’s phone which at home I could not connect. Her phone did not ring but shortly afterwards she received a missed call notification. I am not aware of any configuration changes  having been made by my internet provider (Sky) and I have reset my router with no improvement. 

[YorkyPablo]

Same here for me. It’s not my WiFi or phone that is playing up. 

[YorkyPablo]

I had the same problem. Would dial a number but hear nothing even though the other end had picked up. 

[RaTucker]

My phone is still not allowing outbound calls. Is there anyway to sort this please?

[JonathanB]

Hi @RaTucker,

I'm sorry to hear this. The outage was resolved last week, so persisting issues with calls are unlikely to be related.

I'd recommend to reboot your phone, try switching airplane/flight mode on and off again. If this is still not working you can also try resetting your network settings, but this will forget saved Wi-Fi networks and paired Bluetooth devices so we usually advise to try this last.

If you're still experiencing the same issues, please find options to get in touch here.

Thanks,
Jonathan