Unable to make / receive calls

[Buffster41]

I have been unable to  make or receive phone calls now for at least a month, you are saying because you are switching 3G off  and you need 4G calling ( which according to your page my phone does ) but still nothing. But visiting 2 phone stores today ( inc 1 who deals with all phones and several networks Inc 3  ) BOTH told me phone calls have nothing to do with 3 or 4G !!! That is to do with the internet only and that even if you have a simple basic phone you should be able to make / receive phone calls. In the second shop he told us he has had lots of complaints from 3 customers with the same problem, and it's a problem with them. So what is the TRUTH !?!?

[MZone]

Have a look at the page here for more information. If your phone doesn’t support 4G calling or VoLTE and 3G has been switched off in your area then you won’t be able to use your phone. If your phone is compatible as you say then check that 4G calling or VoLTE is toggled on. Also put your postcode in the coverage checker to see if 3G has actually been switched off in your area. If it hasn’t then this is not the issue and you need to contact customer services. 

[Buffster41]

No it's not because as I said 4G has nothing to do with calling !!! It's the internet only.  And sorry but customer service is about as much use as a chocolate fireguard !! 

[Buffster41]

I went into the 3 shop who were very unhelpful , peddling the same nonsense . When I told them my phone was on the list for having 4G calling , although it doesn't , they just told me to contact Samsung !! 

[MZone]

I’m sorry but you are incorrect 4G has a lot to do with calling especially if 3G has been removed in your area. You have obviously not read the link I provided. 

[JonathanB]

Hi @Buffster41,

I'm sorry to hear that you've been hearing conflicting information. Although the primary distinction between 3/4/5G is the data speeds you can obtain, you do need an appropriate signal to make calls. Currently calls are made/received over 3G and 4G (4G calling is dependent on the phone and software supporting this feature), however 3G is in the process of being shut down (more info in the link @MZone shared).

Can you let me know what make and model of phone you use? Does our Coverage Checker show that we've shut down 3G in your area? Let me know on the above and I'll check if there's any other advice we can give.

Thanks,
Jonathan

[Buffster41]

According to the checker my area still has 3G coverage  & 4G is available. My phone is a Samsung J3 2017. Which appeared on the list as having 4G calling but the only option if has is 2G/3G/4G auto connect . Which I assume is something different to 4G calling !?!! 

[Buffster41]

Oh and I'm only on PAYG but I presume that makes no difference. 

[JonathanB]

Hi @Buffster41,

Sorry for the delay in getting back to you, yes PAYG and Pay Monthly should be able to make and receive calls just the same, the only distinction for PAYG would be for making calls you need sufficient credit, or a pack to give you calling allowances. Receiving calls will be free.

If this issue is ongoing, can you let me know what error message you see or hear when you try to make a call? If possible, are you able to find out what the message is for someone trying to call you? For example are they getting diverted to Voicemail, or do they get a message saying they're dialling an incorrect number?

Thanks,
Jonathan

[Buffster41]

Yes I'm still having the same problem and it's been well over a month now !! I don't get any message when I try to ring out , just nothing no dial / ring tone. When someone tries to ring me , it rings out on their end and nothing on my end. Also it is a new SIM card and phone , so it's nothing like that.