Can't seem to make calls

[Fi713]

Hi,

I can't seem to make calls at the moment, for the past week I've not been able to make calls out or to receive calls in, I get voicemails but I can't listen to them. So I have texts and data but absolutely no calls anywhere, it's very odd, any help or advice would be appreciated!

Many Thanks!

[PeteG]

Hey there. 

Can you confirm if you've been connected to Wi-Fi while this has been going on? If so, try turning it off, or turning Wi-Fi calling off, then try calling again. If you weren't, try making a call while using Wi-Fi calling. Let us know if there's a difference between the behaviour of ether. 

Doing a reset of the network settings on the phone might also help as it can clear any configuration issues the phone may have. 

Lastly, did you port your number into the network in the last 30 days? If so, and the other recommendations made haven't helped at all, it could be that your services haven't been fully provisioned properly. It looks like you've been given a few possible angles to look at the issue from already, so I hope one of them works for you, but they haven't, please reach out to the support team on Livechat or by Calling so that the team can check out your account for you. 

Pete. 

[Fi713]

Thanks Jonathan!

I thought as much, an additional question, my phone is meant to be 4G calling compatible but I can't seem to find any way to turn this on, what names might 4G calling come under in settings? Does it have different names?

And do I need a 4G compatible SIM card to use 4G calling?

Thanks!

[DanniD]

No worries!

All SIMs are compatible with both 4G and 5G so that shouldn't matter. However, if you head to the Device Support page that Jonathan linked to - you can search for Wi-Fi calling on the search bar, and questions should show up to talk you through how to find the route to turn this on.

Hope this helps.

Danni

[JonathanB]

Just on the back of this, the Device Support pages don't always have a specific guide for 4G calling, but this will tend to be referred to as either 4G calling or VoLTE in your settings.

As Danni says, if there's nothing showing for 4g calling when you search, you can also look up Wi-Fi calling, as the 4G calling feature also tends to be found in the same page of your settings. So this will hopefully point you in the right direction to check it out @Fi713.

[MZone]

Could say VoLTE for 4g calling. 

[Anonymous]

Short answer is no! All sims are 4 and 5g ready. 

[JonathanB]

I suspect this could be relating to our 3G switch off, depending on phone settings and compatibility this may explain why texts and data are working, but not calls.

You can check if there's been any 3G masts switched off in a postcode area using our Coverage Checker.

There's also more info on our 3G switch off info page.

Some older 4G devices might not be 4G calling compatible. You can check your device on our device support page. Pick your device, go to Network, then check that 4G Calling (VoLTE UK & Abroad) is ticked. 

If your device is compatible, all you need to do is make sure 4G Calling is switched on in your device settings. (If there's no mention of 4G calling in your settings, also check if this is referred to as VoLTE, as this may vary depending on your manufacturer and software).

If it’s not compatible, you’ll still be able to send and receive texts and use 4G data temporarily. But you won’t be able to make or receive calls using 4G. 

When we switch off 3G, calls, texts, and data will only be available when using a 4G Calling – VoLTE device. If your device isn’t compatible, you’ll need to change to one that’s compatible with 4G Calling to continue using our network.  

I hope this helps, if you need any assistance determining if this is 3G switch off related please let me know.

Thanks,
Jonathan

[JonathanB]

Hi @Fi713,

I'm sorry to hear about this. It may relate to an issue I'm investigating. I've sent you a PM to ask for a couple of details.

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

Thanks,
Jonathan

[Fi713]

Hi both!

Thanks for your replies

I've shut my phone down completely, left it for a few minutes to think about what it did and turned it back on but unfortunately that didn't seem to help

I don't get a network message at all, there's no dial tone or anything, and incoming callers just go straight to voicemail, it's very odd

I'll probably hit up customer services today, thanks for the advice!