No incoming or outgoing calls since Saturday afternoon

[Sukyb]

Since around 1pm this Saturday, I have unable to to make or receive calls or sms, I had the same issue in Coventry, Birmingham, and Walsall, other three users I know don't have the issue.

SMS started working yesterday morning, but I still cannot make or receive calls. Contacted Three yesterday, but they said it was a network issue, however if other three users I know in Coventry and Walsall aren't having issues then how is it a network issue?

Also, on my sim card manager setting it says "unknown number", I have tried removing, cleaning and reinserting the sim, rebooted the phone as well. Tried the sim in a different phone and same issue.

My theory is it could be a misconfiguration issue at the three network, but not sure.  Is anyone else having similar issues recently in the Midlands area, and are there any resolutions for the 'unknown number' showing on the sim? 

[JonathanB]

Hi @Sukyb,

It doesn't sound like an issue with local masts, and I'm not aware of any universal issue with calls at the moment. Is there a specific error message which plays or shows on screen when you try to make a call? What model of phone do you use?

Thanks,
Jonathan

[Sukyb]

Hi Jonathan, there's no error message, I try to make a call and it doesn't get connected. When someone tries to call me they can't connect. 

In my SIM card manager it says 'unknown number'. Phone is a Samsung galaxy Note. 10.

[JonathanB]

Thanks @Sukyb,

Can you check to make sure your software is fully up to date, and download the latest software if not:

Settings > Software Update > Download & Install

Check that you have 4G calling also referred to as VoLTE enabled:

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

Most Samsung phones also support partial functionality for two SIM cards by using the memory card slot as a SIM reader, but this slot won't work properly for 4G calls. Please check that your SIM is definitely in SIM slot 1, and set as the primary SIM if you're using more than one.

After checking all of the above , the last thing to try is resetting network settings:

Settings > General Management > Reset > Reset network settings

This will cause the phone to forget any saved Wi-Fi networks, Bluetooth pairings, and will reset your background network settings.

Please let me know how you get on with this.

Thanks,
Jonathan

[Sukyb · Accepted solution]

Thanks Jonathan, I tried something similar a few days. I took my SIM out of the Samsung and put it into my old phone, same issue showing unknown number in sim manager.

I then took it out of old phone and put it back into sim 2 slot instead of sim 1, and phone calls started working.

BTW volte is enabled, and the reception icon is showing 4G+, so assume that means 4G works in sim 2. Afraid to put it back in slot 1 in case issue comes back. Thanks for the useful guidance, I will try those things if the issue occurs again. 

[JonathanB]

Hi @Sukyb,

Thanks for the update, very odd that it's showing SIM slot 2 as the one which runs VoLTE, but like you day, if it's now working I wouldn't change anything unless the problem returns.

I'd speculate that perhaps you've been affected by some of the final 3G switch off activities. I'll set your last response as the solution, in case this helps anyone else. Please let us know if you experience any other issues and we can open this back up though.

Thanks,
Jonathan

[Bluebella]

I am in London and having the same issue. There is definitely some wider network issue but they refuse to recognize it. I have had issues since end of June and no relief insight. I cannot receive calls or even call customer service. Very disappointed. If it doesnt get better I will leave three this not the service I should receive. 

[JonathanB]

Hi @Bluebella,

It looks like @Sukyb's issue was fixed by swapping their SIM into the other SIM slot. On dual SIM phones only one slot supports 4G calling/VoLTE. Have you checked this out for your phone?

If this doesn't help, or your phone doesn't take more than one SIM, then I also posted some further advice around software updates, and VoLTE settings too.

Thanks,
Jonathan

[JonathanB]

Hi @Bluebella,

I'm sorry to hear that you've been having trouble with making or receiving calls. The issue in June was resolved, so there must be some other explanation.

Is there a specific error message which plays or shows on screen when you try to make a call? What model of phone do you use?

Thanks,
Jonathan

[Sukyb]

Thanks for the message, and good to know it's not an isolated issue. You can contact their support through the three app Live chat feature. I contacted them yesterday that way, as long as your data works, or via WiFi.