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?

[Yabs]

Also… just had a text from Three today regarding an update on my recent contact with them telling me they would be calling me today and the number they will be calling from.

not sure how I’m meant to take that call as not getting calls is kind of my problem. It really is quite frustrating as they must know that is the issue with my complaint 

Edit: they must have just tried to call I have a notification of a voicemail from them

[JonathanB]

Hi @Yabs,

I'm really sorry that this has happened, generally if a technical case is raised for a customer it's standard procedure to take an alternative contact number to avoid this sort of situation. We're pretty certain in my team, that this issue is a fault with your SIM provisioning for VoLTE services though, so I do think that as soon as your number is swapped to a new SIM that your call services will be restored. Please let me know as soon as you've been able to test this.

Thanks,
Jonathan 

[Yabs]

No worries Jonathan you’ve been very helpful i just need to find time to get to a three store when I’m not working and I’ll get back to you and let you know the outcome 

cheers 

[ItsTorii3]

Did this work at all as I’ve been experiencing this on my iPhone 15 pro max for nearly a month now, and three help services and chat have not been very helpful 

[JonathanB]

Hi @ItsTorii3,

I've not heard back from @Yabs yet, but we have determined that there's a small number of customers who need to swap their SIMs due to an issue with 4G calling settings. We think this will be the same in your case too.

If you pop into a Three store with photo ID, or get in touch, your SIM for the same phone number can be replaced, and I expect this should get everything back to normal for you.

Thanks,
Jonathan

[ItsTorii3]

Hi Jonathan!

thanks for getting in touch

I’m playing on going into a three store tomorrow to sort this so hopefully that will solve the problem, many thanks! 

[Yabs]

Hi Jonathan.

im going to pop to the three store today as ive taken an hour off to finish work early, do I need photographic ID? That wasn’t mentioned in your post to me but ive just read it in your post to someone else… If so that will be a problem as i don’t drive or holiday abroad.

will nothing else be acceptable? I have cash cards on me and also have received my new wage slip today.

[JonathanB]

Sorry @Yabs,

The store teams have a really strict policy so it would need to be passport or drivers license. Apologies that wasn't clear from our earlier conversations. You can still request a SIM in the post through customer services. They'll verify your account with a security code by text.

[Yabs]

Ok Jonathan, thank you I guess I’ll have to do it that way