Three, iD Mobile’s network partner, is switching off their 3G network, so they can continue to invest in rolling out 4G and 5G. This article explains what the 3G switch off means for you, and what you need to do to continue using your services as normal:
What do I need to do?
- Make sure your phone software is up to date.
If you’re unsure how to do this, reach out to the phone manufacturer for guidance. Here are steps for most phones:
iPhone.
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Open ‘Settings’.
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Tap ‘General’.
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Tap ‘Software Update’.
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If you have an iOS update available, tap ‘Install Now’. If you see ‘Download and Install’ instead, tap it to download the update, enter your passcode, then tap ‘Install Now’. Having issues updating? Check out this Apple Support article for more information.
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If you see ‘iOS is up to date’ - you’re good to go!
Samsung Galaxy.
- Open ‘Settings’.
- Tap ‘Software update’.
- Tap ‘Download and install’.
- If new software is available, tap ‘Install now’. If you already have software up to date, latest update information will appear.
Most other android phones.
- Open ‘Settings’.
- Tap ‘System’.
- Tap ‘Advanced’.
- Tap ‘System Update’.
- You’ll find your update status. Follow any steps on the screen.
- Enable 4G (VoLTE) Calling.
First, double check your phone is compatible with 4G (VoLTE) Calling, by checking our list of approved handsets. Be sure to check you have the latest software installed on your phone, then, follow the steps below:
iPhone.
4G (VoLTE) Calling is enabled by default on all iPhones.
Samsung Galaxy.
- Open ‘Settings’.
- Tap ‘Connections’.
- Tap ‘Mobile Networks’.
- Tap ‘4G Calling’.
- Make sure the 4G Calling is set to ON.
Most other Android phones.
- Open ‘Settings’.
- Tap ‘Network & internet’.
- Tap ‘Internet’.
- Tap the settings icon.
- Make sure the 4G Calling is set to ON.
Look for the 4G or LTE icon on the top of your screen when you’re on a call. If it shows as 4G or LTE, you’re making a 4G (VoLTE) Call.
Please note: If your phone is not compatible, you must upgrade to a phone that supports 4G (VoLTE) Calling. All phones currently ranged on the iD Mobile website are compatible with 4G (VoLTE) Calling. Find out how to upgrade your phone online.
I’ve followed the steps and I can't make calls. What should I do?
If you’ve confirmed that your phone is updated and your settings are correct, yet can’t make calls, follow these steps to get back on track:
- Check signal strength & network outages.
You can view the signal strength in your area with our helpful coverage checker and use the status checker to find out about any ongoing network maintenance activities or outages in your area. If you have an approved handset, enable Wi-Fi Calling for the best experience.
- Force restart your phone.
The classic switch it off and switch it back on again. If you’re unsure how to force restart your phone, please refer to your Device Manual for more information, or simply Google it!
- Toggle Airplane mode.
Switch on Airplane mode for 60 seconds. After 60 seconds, switch Airplane mode off.
- Perform a Manual Roam.
A manual roam resets your connection to our network, and can help with intermittent network problems. Here’s how:
iPhone.
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Open Settings.
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Tap ‘Mobile Service’.
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Tap ‘Network Selection’.
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Turn off the ‘Automatic toggle’.
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Choose a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch the automatic toggle back on.
Samsung Galaxy.
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Open ‘Settings’.
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Tap ‘Connections’.
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Tap ‘Mobile Networks’.
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Tap ‘Network Operators’.
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Turn off the ‘Automatic toggle’.
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Select a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch the automatic toggle back on.
Most other Android phones.
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Open ‘Settings’.
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Tap ‘Network & Internet’.
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Tap ‘Mobile network’.
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Tap ‘Advanced’.
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Tap ‘Network operators’.
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Select a different network (Vodafone, EE or O2 - UK).
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Wait for 1 minute.
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Switch back to Automatic selection.
- Clean your SIM card.
If you are still experiencing issues, you can also try removing, cleaning (with a microfibre cloth), and reinserting your SIM card.
- Dial this shortcode.
Open your Phone app and dial the below number to deactivate any call barring:
For Android: #330*0000#
For Apple iPhone: #33*0000#
What should I do if these steps don’t resolve my issue?
- Perform a Network Settings Reset.
As a last resort, perform a Network Settings Reset on your phone. Here’s how:
iPhone.
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Open ‘Settings’.
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Tap ‘General’.
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Tap ‘Transfer or Reset iPhone’.
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Tap ‘Reset’.
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Select ‘Reset Network Settings’.
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Enter your passcode, then tap ‘Reset Network Settings’.
Samsung Galaxy.
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Open ‘Settings’.
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Tap ‘General management’.
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Tap ‘Reset’.
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Select ‘Reset Network Settings’.
Most other Android phones.
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Open ‘Settings’.
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Tap ‘System’.
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Tap ‘Advanced’.
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Tap ‘Reset options’.
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Select ‘Reset Network Settings’.
Please note: Resetting network settings will erase saved Wi-Fi networks and passwords, cellular settings, and VPN and APN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.
- Test your SIM in another phone.
Remove your SIM and pop it into another phone. If you can make or receive calls on the other phone, then your phone might have a fault and may need repair. Check out this article for information.
Please note: Ensure the other phone you use to test is on our list of approved handsets.
If you’re unable to make or receive calls on the other phone, pop your SIM back into your phone and contact us for further support.