Can’t make any calls

[Sarahmarie2512]

Three members of my family can’t make or receive any calls today while in our property. If we go outside, then we connect to the network and can do this. I’ve called o2 who have confirmed that there is nothing wrong. O2 have said to switch to airplane mode, remove SIM card, switch phone off - none of which work. Does anyone have any other suggestions please?

[MI5]

@Sarahmarie2512 

Guides:

Guide: How can I sort out my network issues? 

Guide: Is the network down for me or everyone? 

https://www.o2.co.uk/apps/my-network

Guide: Do you have poor coverage / signal Indoors? This may help Explain / resolve it 

Guide: How to find help & contact O2 

https://www.o2.co.uk/connectivity/wifi-and-4g-calling

[madasaf1sh]

@Sarahmarie2512 

Has something changds in the property? as it sounds like something has especially as you can go outside and the phones..

[MI5]

@Sarahmarie2512 

If you usually rely on wifi calling when at home, check your wifi router is still working.

Try rebooting it by turning it off and back on again.

[Sarahmarie2512]

Thank you - I’ve already done this. If I switch WiFi assist on, then I can make calls fine, but the calls were working fine before without this. I can get a signal outside my home, but this is 3G

[Sarahmarie2512]

No, nothing at all. I can get a signal if I go into my garden, but that is only 3G 

[pgn · Accepted solution]

If you set up O2's MyNetwork app, as shared by @MI5 above, it will monitor and alert you about signal status near you.

Sounds to me like your area may be in the midst of upgrade to 5G, and the phones won't auto step-down to 3G for now. On your phone network settings, select 3G as preferred SIM network type, see how you get on for a while.

Then get that app from your phone's app store, and step through configuring it (needs a username and password different from Community or MyO2) to monitor your post code.

You will receive notifications from O2's engineering teams via the app when work is in-plan or in progress for your area, @Sarahmarie2512 

It is possible your service may be unsteady for a few days if that is what's happening.

Or it could be everyone starting to prepare to watch a certain football match this evening 😁

[Sarahmarie2512]

Thank you

[japitts]

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@pgn wrote:

Sounds to me like your area may be in the midst of upgrade to 5G, and the phones won't auto step-down to 3G for now. On your phone network settings, select 3G as preferred SIM network type, see how you get on for a while.😁

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Correctly configured RAT-reselection should allow fallback to 4G>3G>2G as required. Any site outage for a tech or carrier-add (be it 4G or 5G) potentially creates a coverage hole, but phones should still either connect to an alternative site or fallback to any available tech. There is nothing about an "upgrade to 5G" that prevents reselection.

This reselection should happen automatically. Setting 3G as the preferred network type should not be required unless you want your phone on 3G permanently.