Hey there ​@Ssantos,

We’ve had confirmation that the issue is now fully resolved, and calls are functioning as expected. Thank you for your patience and we apologise for any inconvenience this has caused you.  

If you’re still unable to make or receive calls, please try restarting your phone, or toggling Airplane Mode on and off.

For latest updates, please see:

https://community.idmobile.co.uk/contacting-id-183/some-customers-are-unable-to-make-or-receive-calls-72269

If still having any issues, please do let us know.

Thanks,

Tyler

Hello,

Still not working for me. I can only receive or make calls once the WiFi calling is disconnected. Just this Friday happened. Before I never had issues. I’ve done all the above and nothing.

regards

silvia 

Hey there ​@Ssantos, sorry to hear that.

What’s your full postcode, and what phone do you have please?

Thanks,

Tyler

Hi Tyler,

I have the iPhone 12 Pro Max and my postcode is HR1 3SB. I know about the 3G antenna disconnection (if this is why you need the post code), I’ve done all the steps  recommended for this.

regards 

Hey there ​@Ssantos, 

We're working on fixing an issue in this area at the moment. We're sorry for any disruption this may be causing.

We hope to have things fixed as soon as possible and will add any updates here.

https://www.three.co.uk/support/network-and-coverage/coverage?tab=2#tabs-c2d0d12ce8-item-2988999184-tab

When you make a call with Wi-FI on, what happens please, what error do you get/hear?

Thanks,

Tyler

Hi Tyler,

Thank you for the replay. 
When in WiFi calling I can’t ring anymore, simply does not gives any calling ring tone. If someone tries to ring me while I am with WiFi calling, it ring in there end but not in mine. Simply if someone tries to ring me, it looks like I am not answering the phone, but it just does not ring in my end. 
Sometimes happens something odd, if I am on WiFi calling and I try to ring someone with no success (does not ring) and I turn the call off. The other person i was ringing sometimes receives my call after I turn off my phone and the phone calls disconnects. Weird out of sync stuff but mainly I can’t ring anyone and a person ringing me listens to the ringing tone but does not ring in my end. 
 

I hope I was clear 😂

Thanks 

Silvia 

Hi there ​@Ssantos 

As you probably know the 3G for that postcode states its no longer available but also states that 3G is being turned off on the 14 February. So that doesn’t help at all. If you haven’t already you may want to prepare your phone by ensuring 4G calling/VoLTE is enabled.

But for the Wi-Fi calling part, have you tried this?

Phone with WiFi calling enabled → toggle the phone in airplane/flight mode → toggle Wi-Fi back on on the phone → connected to you home router → do the Wi-Fi calls now work?

Hi,

Ive tried all the above. Also resetting network settings, router, etc etc. Nothing is working. It’s something to do with ID mobile because other WiFi calls networks work in my house. Makes no sense to me that deactivating the 3G antennas would affect me, my phone is set up for 4G/5G and there is no VoLTE option as mentioned before. I don’t understand why suddenly I have issues. I will change network if I can’t sort this.

Regards

silvia 

So you tried the phone in airplane mode (which ‘disconnects’ the iD SIM from the network), with Wi-Fi calling enabled and just the WiFi toggled on, then connected to the router (via WiFi only) and you couldn’t dial out or receive an incoming call? Unless I’m missing something here that rules out iDM - but granted the Wi-Fi provisioning is activated upon first joining iDM or when carrying out a network reset. At this present time I’m not sure why this didn’t allow the calls to work as the SIM was taken out of the equation.

I wonder…. a replacement SIM does sometimes fix issues of this nature. You could pick up a replacement from Currys or request one directly from iDM, the latter would be posted out. You’d then need to activate it (at home) prior to using it.

But deactivating 3G antennas does cause problems. Our phones used to use 3G for voice calls and now they use 4G. But like you’ve said If your phone is set to ‘5G on’* or ‘4G on’ then your phone shouldn’t be dropping to 3G.

*5G on may cause an increased battery drain - and if your phone normally stays at that postcode then you don’t have 5G there yet anyway.

I’m not an iPhone user so my knowledge of where the VoLTE is located is limited, but something like:

Settings → Mobile Data Options → Voice & Data → Enable VoLTE

Before leaving you could try another SIM/eSIM first, if it still doesn’t work then at least you’d know

Hi,

I got a new SIM card, activated it, and now WiFi calling isn't working. When WiFi calling is on, I cannot make or receive calls - people can call me (it rings on their end) but my phone doesn't ring! Ive never had this issue before, so its definitely an iD Mobile problem.

regards 

silvia 

Something is clearly amiss here.

When you obtain a replacement SIM yourself and activate it then this by default the SIM turns Wi-Fi calling on. And for the most part if they previous SIM doesn’t work then a new one does.

With that said, if you go back to Airplane/Flight mode (leaving WiFi calling enabled) and toggle just the WiFi back on are you still saying WiFi calling doesn’t work? - if it doesn’t still work what phone are you using?

Sorry to hear this ​@Ssantos 

Can you please confirm the make/model of your handset? 

Nat 

Hi, 

As mentioned above it’s an iPhone 12 max. If you please scroll through the previous texts in this chat you can verify that and what I’ve already done, practically everything. Thank you for helping. 

thanks

silvia

Your postcode is still saying this on 3UK’s service status page

We're fixing an issue in this area at the moment and aim to have things back up-and-running as soon as possible.

We're sorry for any disruption this may cause and will add any further updates here.

But I simply don’t understand by having the phone in Airplane mode with WiFi calling enabled and just the WiFi on this rules out iD - unless I’m missing something.

One final thought from me is that iD prefer their SIM card in SIM slot 1.

Hi,

It’s a pro max. I  will try to connect to a different WiFi network with WiFi calling enable and on flight mode. I’ll be able to see if it’s an ID problem or network. 

 

thank you for the help.

Silvia

I thought you’d already tried Airplane mode on with Wi-Fi calling enabled and just the phones Wi-Fi toggled back on and it didn’t work via your home router Silvia.

But yes please try the same on another Wi-Fi network. If it works on another Wi-Fi network we might be getting to a reason.

I did tried at home that but did not worked. Now I just want to try when connected to different network to see if does the same. The weird thing is that the WiFi calling always worked at home , suddenly stoped working and I haven’t changed anything. The moment that stopped working it was after that major national ID network breakdown. Maybe it’s just coincidence.

thanks 

Silvia 

It was not a coincidence Silvia. During that 4G outage some other customers also said their WiFi calling stopped working too. There are only a few others whom have also mentioned their Wi-Fi calling isn’t working either, so as its not everyone  - diagnosing this is a little bit harder to pinpoint.

I do know that getting a replacement SIM fixes it in some cases - new customers or those of us using a replacement SIM will find it will also turn on Wi-Fi calling by default.

Hey there ​@Ssantos, sorry to hear this.

Are the issues still persisting now?

If so, we’ll drop you a PM to raise further to our technical team for you.

Thanks,

Tyler

Hi Tyler,

The issues are still persisting, but Ive also contacted my fibre provider. It seems that when I connect to a different router, Iam able to make calls. They have never seen this happen before. The router software was updated and still not working.

regards

Silvia

Okay Silvia that puts a twist on things.

You could try this -

Firstly, power cycle* the router as what can happen is the router caches (remembers) every connection made to it and when it then allocates your device(s) with an IP address it can cause connectivity issues and power cycling can erase historic connections (it doesn’t delete the device, just how many times it connected and was allocated an IP address).

(* this means turning it off at the mains and on again)

Secondly if you know how to - forget you home routers Wi-Fi network on your phone. Then reconnect your phone (some use the WPS button on the router) and re-establish the Wi-Fi connection to the phone. For those (like me) whom have turned off the WPS you would need to use the wireless name and wireless key (most have a pull out card)

Hi ​@Ssantos 

Can you please try the suggestions from ​@Daz_S  and let us know how you get on?

Thanks, 

Nat 

Hi,

Sorry not being able to replay before.  Yes I did try ​@Daz_S  suggestions and I am unable to make it work. I am also in conversations with my fibre supplier to try to sort it out. They don’t really know what is going on.

regards

silvia 

If Wi-Fi calling on your phone works on other routers/connections and the ‘tweak’ I suggested above also doesn’t work on your router then there must be some odd connectivity/configuration issue between your phone and your router. In most cases power cycling the router tends to solve issues like yours, but clearly this hasn’t worked either. But like you’ve said other phones work on W-Fi calling whilst connected to your router so it can’t be a general setting as this would likely prevent all devices.

Has your home internet service provider (ISP) suggested you try a factory reset of your router? If you’ve never changed any of the default settings on the router and the router is in good working order then this should be fine - but please seek guidance from your ISP as in very rare cases the router can fail to reboot. Should they agree to trying a factory reset I would suggest you forget your routers Wi-Fi name on the phone prior to resetting the router and reconnect only once the router has fully rebooted.

Thank you ​@Ssantos 

Please do let us know how you get on.

Thanks, 

Nat