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

[Cunni1]

Im having the same issue...i renewed my sim only and now iv no signal and cant make or receive calls....iv had problems with service for over a year.. i have no clue why i stay...i just need a phone provider that actually works 

[PeteG]

Hello there. 

Welcome to the Three Community. 

Oh, that's not so good to hear. It's unclear if the issues are because you renewed your SIM, and somethings gone wrong, or because you were already having issues prior to renewing.

What happens when you try to make a call or send a text? Does your 4G/5G data work? Is there a signal showing? 

Pete. 

[James1987]

I would assume the fact it's happening to so many of us that the problme is 3 end . As I can't recive or make calls but can text wats app etc. I haven't upgraded last was a year ago . Phone shoes signal and 5g . Yet is dead when calling in or out . I did on the 30th time here my answer phone say 2 words then went dead again. 

[J4m13]

I am unable to call other 3 users and despite showing 5G I do t get any internet. Been going on for a week and customer service is useless

[JonathanB]

Hey @J4m13,

I'm sorry to hear that you've been having issues with calling and using data recently. Are you on a PAYG or Pay Monthly contract? Can you let us know what error message(s) you're seeing when the call fails, or when you try and connect to web pages or use apps?

Thanks,
Jonathan

[StephR]

Hey Stevieag, sorry you're having trouble with calls, that's a nuisance!

What exactly is happening when you try to make a call?
Is that happening with every number you try, or just particular ones?
Is it just happening in one particular area, or everywhere you've been recently?

A good first troubleshooting step is to reset your network settings. You should find the option to do that in your Settings menu, usually under something like 'Reset' or 'Network'. You can also find specific steps on our device support pages.

Let us know how you get on, we'll do all we can to help.

[Tunnybabs]

Hi StephR,

I have been unable to make calls for over a month now. I have called and chatted the technical team severally and I have done sim replacement but all to no avail. I am on a sim and phone contract and I can't continue using the sim like this. Is it possible to transfer the sim contract to another new sim (new sim number)?.

[Cunni1]

Im having the same problem 

[JonathanB]

Hi @Tunnybabs,

Sorry we've missed this post, you've replied to quite an old thread here. I'm keen to help though.

What model of phone are you using? Is it only calls that are affected, for example sending texts and using data is fine? If you check our coverage checker, and switch to the 3G tab, this will let you know if we've been switching off any 3G masts in the area. Please let me know if this coincides with when the issue started?

Thanks,
Jonathan

[DaveH]

Hi - Sounds like we have the same problem. I've been on various chats and calls with Three. They say my phone needs to support VoLTE (Voice over LTE), as it doesn't I'm stuck as Three have turned off their traditional Mobile voice. 

I'm not sure if Three are telling me the truth but I can confirm that voice calls work fine when I pop the sim into a modern iPhone 15

Regards

Dave