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

[PeteG]

Can you confirm the make and model of phone you're using? Could you also confirm what software version it's using? and if you recently installed any software updates? 

Pete.

[YorkyPablo]

Apple iPhone 13. iOS 18.3 which was updated last week. 

[Kirsty3]

It first started to happen on my iPhone 14 Pro which has recently updated to iOS 18.3 and I checked it on an old phone Sony Ericsson M4 aqua Android version 5.0

Kirsty

[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.