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 My phone is a little outdated, a Samsung Galaxy S7, but it does have 4G/LTE--and I'm mentioning this because I'm aware 3G is being phased out.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. 

[Cgoel]

I'm having the same issue, can't receive or make calls. I've checked the 3G coverage in my area, and it hasn't shut down yet. 

[Buffster41]

Exact same thing here, it is really annoying esp when 3 is no help . Multiple people have told me 3G/4G is nothing to do with making phone calls UNLESS you want to video call. It works exactly the same as a landline does all you need is a working phone mast nearby to get a signal.  

[JonathanB]

Hi @Cgoel,

The 3G switch offs have completed with a very few exceptions now, so there's a chance this isn't related, but if the issue started very recently, and texts/data are still working, it seems likely that your phone isn't set up for, or doesn't make 4G/VoLTE calls.

I'd recommend having a look at How to ensure your phone is ready for the 3G switch off and make sure you've tried all the suggestions there. If you're still not able to make or receive calls afterwards, please let me know which make and model of phone you use.

Thanks,
Jonathan

[PC-Vega]

I am in West London and having the exact same problem. I can't even listen to my voicemail. I will be moving to a new provider as this is just unacceptable!

[ARP]

I'm also in London - SW London. My phone hasn't been making any calls for the last couple of days. Now I have a voicemail message, but I can't listen to it! Three customer service told me to try my SIM card in another phone at the Three shop to listen to my voicemail. They said they will get my phone sorted in the next two days. 

[JonathanB]

Hi @PC-Vega,

Sorry to hear you've been having trouble with your calls recently. There's some advice on How to ensure your phone is ready for the 3G switch off which will help you clarify if your phone is compatible to make 4G calls.

Thanks,
Jonathan

[Lrdmashptato]

I'm the same I managed to receive a call a couple days ago but today I can't make any calls, it says "calling" but no dial tone or connection is made. I'm on a Motorola g9 plus which is 4G and still can't make or receive calls I've been on live chat for the last 2 hours and they couldn't give me an explanation other than I need to upgrade to a new device that works with 4G even though they have confirmed my phone is 4G. I have hospital appointments coming up due to health related issues and there is no way for them to contact me if my phone isn't working.

[JonathanB]

Hi @Lrdmashptato,

Sorry to hear you've been having trouble with your calls recently. There's some advice on How to ensure your phone is ready for the 3G switch off which will help you clarify if your phone is compatible to make 4G calls.

Also just to double check, when you have a look at our Coverage Checker, and pop over to the 3G tab, do you see info to confirm we've shutdown 3G in the area?

Thanks,
Jonathan

[Cgoel]

I have LTE setting on my phone but not VoLTE setting though the specifications mention it to have VoLTE.

I have checked the 3G coverage in the area and it has not shut down yet. This is just annoying and looks like I have no option to get a new phone to be able to make and receive calls.

[PeteG]

Hello. 

Unfortunately, yes. If the phone doesn't support the VoLTE feature for completing calls over 4G without a supporting 3G network, you'll need to buy a new phone. 

Pete.