Can't make or receive calls, but can text and use data

[jrwalker]

Hi, for the last couple of weeks I have been unable to make or receive phone calls. I can send and receive texts and use my mobile data, so I don't understand what the problem is. I have restarted my phone and removed/replaced the sim multiple times. Could anyone help please?

[ARP]

Alcatel 1. Three guidance says it should be compatible with volte, but it's not. 

Thankfully with O2 now. They won't start 3g shutdown till next yr & even then will keep their 2g network running for calls & texts.

[Yabs]

Hi Arp 

out of interest now it’s been three days did your problem get sorted regarding the calls? 

[ARP]

Hello Yabs, yes, my phone wouldn't send text messages on Wednesday afternoon. So I went to the corner shop and bought an O2 SIM. Now I am with O2 & everything is working fine. It's the same price for the same data etc: £10 per month.

[Steveb3163]

Good solution, and apparently it's what 3 are recommending... very strange not to take the position of ownership to the issue in the interest of customer retention..in addition when the information does get out to the mainstream via ofcom, or whatever governing body monitors disputes, surely it will have an impact on 3's potential new customers,when given the massive competition available. I personally went to Labara, very similar package for 2 pounds for the first 3 months then six pounds after that. Good luck everyone 

[Yabs]

same thing happening with my phone too.

regarding it getting sorted in a couple of days.. I never got that advice from customer service all i got was endless troubleshooting advice I had already tried and the operative trying to sell me a new phone which I complained about, I was told I would hear back within a week regarding my complaint and that hasn’t happened either so fingers crossed. 

[Kb888]

I was told the same thing, that was in September. Same issue of can't make or take calls, every other function OK. Yesterday, Three told me the solution was to leave and change network provider as they said the problem was masts and no end date for repair. I've been with Three for several years and never been asked to leave before. Do they expect all customers with the same issue to leave? 

[Steveb3163]

They sure do, I have had my post removed by moderators because I guess it really hit home how 3 are not taking any ownership of the issue for so many customers.

When I went to my local 3 shop the guy said if you are a contract customer with the identical problem 3 are giving those customers brand new 5G phones free of charge. But this option is not available for PAYG customers. Good luck

[Kb888]

Yes my calls function stopped about late August to September time. I am also on Three contract. I can also onfrim other network sims can call and take calls from my phone. I'll try visiting a Three store with a selection of sim cards, see what they say

[Yabs]

They seem to be saying something different to every customer they speak to, very strange. I’ve been with Three for about 13-14 years.

i have a feeling this is something that three will get in a lot of trouble for over the following years especially as they are advising some customers with compatible phones that they may need a new one which could come under the bracket of being mis-sold to? if they then go on to get a new handset from three 

[Steveb3163]

Hi, every online chat I have had about this problem has followed a very similar script and the conclusion is for them to transfer me to sales to upgrade from PAYG to a contract and purchase a new 5g phone from 3. Well that's not in my budget at the moment...and I like my phone, until it stopped working for calls on September 19th. All other sims from other networks work absolutely fine for 4g calling.