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.

[neilldavies]

I have a Sony Xperia 1 V which I recently purchased from BackMarket and I'm tearing my hair out over one thing!

Basically I have no problem making calls but at least 90% of incoming calls go straight to voicemail without ringing, then immediately I get a missed call notification. I can ring the person back but it's really annoying tbh. I have a theory that the few occasions I am able to receive a call are when the phone is connected to one of the remaining 3G masts (can't prove this though). For the record, I've checked "Do Not Disturb" is off and no call forwarding is set up. The only blocked numbers are from spam calls I've had in the past. This thread suggests "4G Calling" is enabled but that option is simply missing from the Network menu where it should be. I have 5G as preferred network type and 5G SA enabled (whatever that is). I've also tried performing a Network Reset, but it doesn't seem to make much difference. It's a relatively modern phone that was top of the range less than 2 years ago - the least it should be able to do is receive calls and work... as a phone!!!

When I bought the phone a mysterious note was included saying there may be issues getting full connectivity with the Three network but it should work fine on all other networks. Why on earth should this be? Is there an issue with Sony phones? I've heard it could be a funny configuration issue with 4G calling. The only other thing that comes to mind is my SIM card which is quite old: might it be worth swapping out for a new one? Can someone with genuine technical knowledge advise me please?

[PeteG]

Hey there. 

I'm not sure what would be causing that, but it might be best to turn off 5G SA for now as that's currently not supported on the network. It might also be worth trying to turn off Wifi calling as well. Then try to see if you're able to receive calls normally. 

Pete. 

[Atk78]

We're you using 3g on your phone not to worry 4g and 5g will take over instead 

[Tara]

Just now lost connection tomorrow i will ring the shop you have given the contract

[Anonymous]

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

[JonathanB]

Hi @Anonymous,

We do expect the last of our 3G masts to be decommissioned, but in the small number of cases where this is still the case, we expect the engineers are ensuring that upgrades to the 4G coverage are made first before the switch off completes.

Thanks,
Jonathan

[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.