Motorold E13 not working since 3G switch off

[JonnyTech]

I have a Motorola E13 Android phone (https://www.phonemore.com/specs/motorola/moto-e13/). It used to work perfectly...

But since 3G was switched off in my area, I am unable to make or receive calls. The only exception is that it works when connected to a Wi-Fi network and Wi-Fi Calling kicks in.

Can anyone please provide any assistance. My phone, which is only 6 months old and fully supports 4G/LTE is now mostly useless to me.

[JonnyTech]

> it sounds like you've been running into unclear or incomplete info

@JonathanBI suspected as much, thank you for assisting.

> 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

It is a dual SIM phone but I have only one SIM and it is in slot 1.

> Check for a software update:

Latest update already installed (Android 13)

> Check you have 4G data enabled:

Yes, my mobile data is always on

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

Preferred Network Type >> 4G/3G/2G (that is the only option available)

> Check you have 4G Calling (VoLTE) enabled:
> Settings > Network & Internet > SIMs > Tap preferred SIM > Tap 4G Calling to ON to enable

There is "Wi-Fi calling" but cannot see "4G calling"

[JonathanB]

Thanks @JonnyTech, and sorry for the delay getting back to you. I've raised feedback on your behalf about this. I'll let you know if we have any further advice or need any further info to investigate.

Have you been in touch with customer services about these issues, and if so what have they advised?

Thanks,
Jonathan

[JonnyTech · Accepted solution]

Thanks @JonathanB for your perseverance. I have some good news to share. After much investigation and research, I have found a solution:

Most phones have a hidden "Engineering mode" or "Test mode" that allows advanced tweaks. I accessed it on my phone and changed various settings. Specifically there is a "VoLTE settings" that includes a "Volte Enable" toggle. Nothing changed after playing about with things and doing several reboots. I left the phone for about 30 minutes then when I went back to it there was a new HD icon that I had never seen before. Amazingly I was able to make a phone call from this location for the first time in months. Both VoLTE and WiFi-Calling are working!!!

Engineer ModeEnable VolteNew iconNew menu option

> Have you been in touch with customer services about these issues, and if so what have they advised?

Yes, many times, both in-store and online. The response is always the same: they say that the problem is my phone and then go into "sales mode" to try and sell me a new one.

[JonathanB]

That's awesome @JonnyTech,

Thanks for sharing this info with the community, sounds like your firmware was effectively hiding the option then. Hopefully this info helps some others track down the equivalent settings.

Thanks,
Jonathan

[JonathanB]

Hi @JonnyTech,

Our records show that the E13 should support VoLTE on Three. Can you have a look at this article, and let me know if the suggestions there help please: How to ensure your phone is ready for the 3G switch off 

Thanks,
Jonathan

[Kb888]

It's definitely not your phone causing the issue, many of us are experiencing this no matter how old or new the phone is, it's certain areas/postcodes getting affected due to masts configuration, I was told this by customer services but they will still try to tell you it's your phone settings. If you put another sim card in your phone, it will work and make/recieve calls. Three has done something with the network performance but won't admit it is affecting a lot of customers in a negative way. They expect us to change phones or provider 

[JonnyTech]

> many of us are experiencing this no matter how old or new the phone is

@Kb888good to know that is is not just me, thanks for the info.

[JonathanB]

Hi @Kb888,

I can't imagine how frustrating of a time you're having, I'll do my best to clear this up as it sounds like you've been running into unclear or incomplete info. Three has been decommissioning our 3G services, and a large proportion of this work took place last month.

As a result calling services when using Three are dependent on VoLTE (4G calling). If we supplied your handset, this should be automatically active, but if you're on a SIM only, have swapped to a phone provided or bought elsewhere, or have been using your phone for a longer time period it may not be set up for VoLTE by default.

The 3G switch offs aren't an overnight activity, and each provider is in a different stage of this process, when you've tested a SIM from another provider they may have still had 2/3G coverage in the area, or their carrier settings may have automatically switched VoLTE on for you.

I'd recommend to have a look at How to ensure your phone is ready for the 3G switch off as there's some guidance on this article to help check you've not missed a software update or setting which may get this working.

Once you've checked these options, if you still can't get calls working, please let me know what model of phone you use, and I'll look into this further if you still need help.

Thanks,
Jonathan

[Kb888]

I've looked at the guide several times. Not once does it say that a new phone is required or switch provider if volte is not available in settings. 

I am a sim only customer using a handset purchased elsewhere. Although other network sims work in my phone. Is Three willing to give a phone that will work with my current sim which is on a good tariff or get me a good deal on one?? Don't think so. Well done Three, you have only infuriated and cost thousands of customers valuable time and money. You better start taking ownership of this mess and start compensating appropriately