Can't make or receive calls.

[MichaelW]

Hi, I was wondering if someone could help. The issue started a couple of weeks ago where calls might drop randomly, but for the last week I've been unable to make or receive calls.

My phone can display a full signal, but if I attempt to make a call, either the signal just drops and the network becomes "unavailable", or nothing happens--no ring/call tone. From what family and friends tell me when I contact them through something such as Facebook messenger--on their end, it will either ring for a few seconds and go straight to voice mail, or tell them that I'm on another line. 

This happens both inside of my home, out in the open.

I've tried removing and reinstalling the SIM, resetting network settings on my handset, and even going far as a factory reset of the phone itself. 

I can, however, receive texts (thank goodness because of verification codes) and use internet data. I am PAYG. My phone is a little outdated, a Samsung Galaxy S7, but it does have 4G/LTE--and I'm mentioning this because I'm aware 3G is being phased out. I very recently topped up and did get a text confirming it--as well as addons appearing on my account dashboard. 

I hope I'm providing enough information here to troubleshoot. 

[PeteG]

Hello, Bungle. 

It's possible the phones don't have the correct carrier configuration. It might be worth completing a reset of the network settings on the devices, and if that doesn't work, you could reach out to the manufacturers to ask about the compatibility of the phones on the Three network. 

Pete. 

[Kb888]

It's got nothing to do with the phones, look at all the comments, thousands of customers are all experiencing the same issue on different devices for several months now. It's to do with the network. If Three thinks it's the phones, they should issue out phones that work if you want to retain the customers. We're not paying for a tariff that can't use the network. Fix the network or give us working phones that can operate on Three. 

[Buffster41]

This is completely ridiculous now, as am STILL unable to make or receive phone calls at home yet I went to a different town 20 minutes away and it worked fine. How on earth is this possible !?!?!? Remembering we still have a 3G signal here so it's not that. 

[Kb888]

Yes I am experiencing the same issues as the rest of the three customers in this thread. I was told it was 2 masts getting maintenance done in Glasgow, several postcodes apart, I was given a back in service date but that was weeks ago. I know it's not my phone as it works in certain postcodes. I think Three knows there is a serious issue here but won't fully acknowledge it. 

[Krho]

Having the exact same issue. 3G is still working in my area even though I am on the 4G network with VoLTE turned on and all software is up to date. 
My outgoing calls never ring and the call eventually fails. I can’t receive calls and now have gotten a txt saying I have 5 voicemails, but I have no record of a missed call and I am unable to call the voicemail box. Not sure what I am supposed to do as a phone that can’t make calls is just an iPad. 

[KateS]

Hey @Krho,

I'm sorry to hear you're also struggling to receive calls.

Could you confirm the make/model of your device? Also, are you using a dual SIM, at all? If so, could you check the Three SIM card is in SIM slot 1 and the Three SIM is selected as your primary SIM, please.

Thanks,

Kate

[Buffster41]

Months later still having the same problem and now I am told on my phone whenever I try to make a call your selected network 3 is unavailable. And a apparently still have 3G coverage so that isn't the reason !!!!

[KateS]

Hey @Buffster41,

I'm sorry to hear you're still experiencing issues with calls.

I'll pop you over a PM with information on how to reach a team who will be able to support you further.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,

Kate

[Buffster41]

This is completely ridiculous now, as am STILL unable to make or receive phone calls at home yet I went to a different town 20 minutes away and it worked fine. How on earth is this possible !?!?!? Remembering we still have a 3G signal here so it's not that. 

[Buffster41]

I GUESS THERE IS NO REASON THIS IS HAPPENING BESIDES YOU HAVE MAJORLY SCREWED SOMETHING UP AND DON'T WANT TO ADMIT IT , DUE TO THE LACK OF REPLY !!!!