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 have done all that and still am not able to make outgoing calls. Although I think it rings at the other end but I can’t hear any ringing tone or anyone answering. 

[PeteG]

Are you able to receive calls? 

Pete.

[Kirsty3]

Hi Pete

I have had the same problem as Mia since yesterday (unable to make or receive calls) and I have restarted my phone as well as reset my network settings. It worked on one call but then has gone back to how it was before. Do you have any advice on what to do next?

Thanks

Kirsty

[PeteG]

Hi, Kirsty. 

Since you were able to make a call, it's unlikely to be a configuration issue. When you were able to make the call, were you in the same area where you're unable to make calls?

Pete. 

[Kirsty3]

Hi Pete, I’ve only had one call show as calling on my phone, but whenever I try and call out the other person will show as me calling but nothing shows on my side, and when they answer there is absolute silence. I have been in the same location for all calls, and this is happening on other handsets too. I have tried a sim from another network in my current handset, which did work. This leads me to believe it is an issue with either my sim or the network. 
Thanks 

Kirsty

[PeteG]

To confirm I've understood, when you make a call, it rings on the other persons phone, but on your phone it doesn't show anything? Like it's not making a call?

Could you try turning Wifi and bluetooth off on your phone and try making a call again to see what happens then? 

Pete.

[Kirsty3]

Hi Pete

It was ringing but silent on the other end, but on my end it was showing only as connecting, but not as calling and was completely silent on my end. I have tried what you suggested, but this hasn't worked, and it is now not even ringing on the other end.

thanks

Kirsty

[Maxine]

Hmmm, are you able to try resetting your network settings on your phone? 

Let us know how you get on after you've tried this. 

Maxine

[Kirsty3]

Hi Maxine, as per my conversation with Pete, I have reset my network settings, tried both with and without WiFi, restarted the phone, and tried on 2 separate phones, my iPhone 14 Pro, updated to IOS 18.3 last week, and a spare phone, Sony Ericsson Aqua on Android 5.0 (newest version the phone will support). This does not appear to be an issue with the phone or its settings, as this is happening on multiple phones, and both phones work with a different sim from another network.
Kirsty

[Maxine]

Sorry for the confusion, Kirsty3.

This is something that we definitely need to investigate a little further via your account. If you reach out to our Support Team they'll be able to get to the bottom of this for you. 

Maxine