Can’t make or receive calls on 4G

[Yabs]

I cant receive or make calls with a 4G signal, yes my phone (iPhone Se 2nd generation) Is 4G compatible, yes I’ve tried all troubleshooting advice, yes VoLTE  is enabled.. I’ve even factory reset my phone.

It would be nice if someone from three tells me where we go from here instead of repeating the same advice and giving a link to check if my phone is 4G compatible.

It is and all checks have been done.. so with the greatest of frustration.. now what?

[PeteG]

Hey there, Yabs. 

Oh, that's quite strange, it sounds like you've done everything that would be needed normally, and the phone you have is set up for VoLTE normally anyway. 

Can you confirm if you've travelled to other areas and tested the phone while there? I'm wondering if perhaps the issue isn't actually related to the phone, but perhaps a network problem nearby. Also, as an additional way of ruling out the phone, do you have another phone you could test on? 

Pete.

[Yabs]

Hi Pete, thank you for your reply.

It happens in the same postcode area which is CT9 it’s quite a large area I haven’t been out of that area to test as I both live and work there, if my phone enters part of the ct9 area that still has 3G coverage I can make a call (but the signal isn’t great) but as soon as my phone finds a 4G signal it won’t connect or ring at all.

i don’t think the area is a problem as I know other people on three and they aren’t having the same problem.

Regards

[JonathanB]

Hi @Yabs,

It sounds like this could be a SIM fault given that it doesn't appear to relate to a network issue in the area. If you pop into a Three store with ID, they can swap your number onto a new SIM for you, or if that's not suitable, get in touch and customer services can post a replacement SIM out to your billing address.

Please let me know if this solves the problems you've been having with making and receiving calls.

Thanks,
Jonathan

[Yabs]

Hi Jonathan 

Thanks for your reply, I did initially think it was my sim as it had been used in two of my earlier phones so ive had it a while.

but when I spoke to customer services on the chat function the operative insisted it wouldn’t be a problem with my sim and it couldn’t be a solution, in fact my question regarding the sim when I read back on the chat transcript was ignored until I insisted on a reply to my question, and on the third or fourth time asking I just received a curt “no” same operative also suggested I should get a new phone as a solution when I mentioned the sim.

but I will try your suggestion and get back to you 

Thanks again