Switched to three now calls not working

[Lisa88]

Switched from o2 to three now I can’t make it receive calls unless I use data. Been well over one month now. No closer to answer just keep getting fobbed off. I’ve done all the resets, new sim, tried sim in another phone and still no luck. Finding three absolutely awful each time I call I’m told to do the same tests. Calls always end with it getting escalated and then no fix. I’ve made THREE SEPARATE COMPLAINTS that have got me no where. I think I will be leaving 

[Maxine]

Hey Lisa88,

That's quite concerning you've not been able to receive calls for some time now. When speaking with the Complaints Team, did they open an investigation and are any of the complaints still open, or been closed at all?

Maxine

[Lisa88]

Here is one of the complaints reference number 250417103367420

they told me they would be closing the case if they don’t hear from me in 30 days but they never sent me the contact number. Really need some help to get this sorted 

[JonathanB]

Hi @Lisa88,

We can't directly access your Three account to view the account when responding on the Community, but we're keen to help as it sounds like you've been having a really difficult time getting this resolved.

I think there's probably two main possibilities here. Either your port from 02 has had an issue and they haven't fully transferred your number over to Three, or this could be an issue with 4G/VoLTE calling.

I appreciate you've been asked to follow a lot of troubleshooting, but we don't know what the teams will have already suggested. Please have a look at How to ensure your phone is ready for the 3G switch off just in case there's any of the suggestions there that you haven't already covered off.

Assuming it's a porting issue, can you help me understand what's happening with making and receiving calls. When you try to make a call error message(s) are you seeing or hearing? Do you know what happens when someone tries to call you, do they go straight to voicemail or hear another message?

I know it's been quite some time since you ported over, but have you checked if the 02 SIM is still picking up service?

Thanks,
Jonathan

[Lisa88]

Hi when data calling is off and I try to call someone the line just stays dead and the screen just shows calling bla bla. When someone calls me it is ringing in their end (they hear the ringing tone) but not my end. If I turn data calling on I can make and receive calls while connected to the internet. If I have no data/wifi it doesn’t work. I believe it is a porting issue but the three technical team said there was no issues with the port? I am at a loss on what to do now? 

[JonathanB]

Thanks for the extra info @Lisa88 

Do you mean Wi-Fi calling when you say data calling?

So with the article I recommended all the suggestions there are covered, software fully up to date, 4G and VoLTE are on in your settings?

In my experience a porting issue wouldn't allow Wi-Fi calling either. Have you been able to test your SIM in any other phone since porting in? It seems like there's either an issue with your phone software/settings, or we're overlooking another account issue by focusing on the idea there could be a split port.

Thanks,
Jonathan

[JonathanB]

Hi @Lisa88,

Or did you mean using calls over mobile data? That's the default way to make calls on Three, as we no longer support 3G. Don't worry data calls are included in your allowance, this won't be using up your mobile data for browsing and apps when you do this.

Thanks,
Jonathan