How to ensure your phone is ready for the 3G switch off

[JonathanB]

We've phased out our 3G network in most areas around the UK.

Please check your settings are correctly enabled to be able to connect to our network.

Here’s how to check you have the right settings for 4G data and 4G Calling (VoLTE) connectivity;

1. Check for a software update:

Android: Settings > System > About phone > Updates > Check for update

iPhone (iOS): Settings > General > Software Update

Samsung: Settings > Software Update > Download & Install

2. Check you have 4G data enabled:

Android: Settings > Network & Connection > Mobile Networks > Preferred Network Type > Tap 4G

iPhone (iOS): Settings > Mobile data > Mobile data Options > Voice & Data > Tap 4G

Samsung: Settings> Connections > Mobile Networks > Network Mode > LTE/3G/2G

3. Check you have 4G Calling (VoLTE) enabled:

If you’ve bought your device from Three, we’ve got you covered and have auto enabled this setting already. So, you may not see the options to change this.

If you have bought your device from outside of the UK then we can not guarantee this option will be available.

To check follow these steps below

Android: Settings > Network & Internet > SIMs > Tap preferred SIM > Tap 4G Calling to ON to enable

iPhone (iOS): Settings > Mobile data > Mobile data Options > Voice & Data > Toggle VoLTE button to ON to enable (iOS)

Samsung: Settings> Connections > Mobile Networks > Toggle VoLTE button to ON to enable

• If using a dual SIM phone, check the Three SIM card is in SIM slot 1 and the Three SIM is selected as your primary SIM.
• Check if you have battery saver setting. If enabled, toggle off.
• Try turning off Wi-Fi while changing any device settings.
• If you need to reset your mobile network settings, this will revert all network settings to the original factory settings. Note this will include all Wi-Fi networks and passwords, cellular settings and VPN/APN settings that you have used before.
  
  

Settings may differ depending on your device and software type. Please refer to the device support tool for device-specific settings help. You can also find info in the specifications tab which will confirm whether your phone is compatible with VoLTE/4G calling on the Three UK network.

We aim to include as many device makes & models as possible, but if your device isn’t listed in our support pages, please reach out to your manufacturer for support. You can also find more info about our plans to switch off 3G here.

[Nolan]

There’s still some 3G around. Will the remaining 3G masts be turned off?

[Charmimehta]

Call was working till yesterday but today its not working at all despite following the above instructions

[JadeF]

Hey @Charmimehta 

Welcome to the Three Community page.

Following an issue affecting voice calls yesterday, services have almost returned to normal overnight. Our monitoring has picked up an issue with calls connected via WiFI which we are investigating urgently. 

Today, we also expect to see an additional impact on our service due to Storm Éowyn in some areas. We have already deployed extra engineering resources and planning for these areas, so we can bring sites that are impacted back online as soon as it is safe to do so. A normal volume of 999 calls were connected yesterday and our monitoring confirms the service is working fully this morning.  

We continue to investigate the small number of reports that we received about 999 call failures. We apologise sincerely for the inconvenience caused by the issues on our voice network.

Thanks, Jade

[Courtney2]

I haven’t been able to call out or receive calls for weeks. I have made sure all the relevant mobile data services are enabled on my phone and it still doesn’t work. Really considering moving providers. 

[PeteG]

Hello, Courtney. 

That's not so great. Did anything change around the time you started having the issue, such as getting a new phone or anything like that? 

What is happening when you try to make a call? And what happens when someone tries to call you? 

Pete.

[Courtney2]

Hi Pete, no nothing has changed. It just doesn’t call out, doesn’t ring or anything no matter who I call. When someone tries to call me it rings on their side but I don’t receive the call 

[PeteG]

What kind of phone are you using? 

Pete.

[Courtney2]

I am using an iPhone 11

[MichaelP]

Hello @Courtney2,

Thanks for confirming this. Just to confirm, is the phone on the latest software update, and have you followed the VoLTE steps outlined above?

Also, have you tried to reset your network settings? You can do this through the following steps: 

Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. Please note, this may delete Wi-Fi/Bluetooth connections/passwords.

Thanks,
Michael