Unable to make calls unless connected to WiFi

[WayneBos]

I am having a nightmare with my phone currently. I have a Samsung S25 Ultra. I am unable to make calls unless connected to WiFi. When I am out of the office, making calls is impossible. Showing full signal, usually 5G but when trying to call out there is a moment of silence before a message pops up saying not registered on network.

Contacted tech support who advised there was an issue in the area and would be updated within 48 hours. I then got a text after those 48 hours to say it had been fixed.

It doesn't matter where I am, I am still unable to make calls. There are no issues browsing the web and am having to resort to Whatsapp calling people if I am out and about which isn't ideal when I use my phone for work.

Sky have since reissued a new ESim, an that has been installed and activated the other day but still having the same issues as before. Does anybody have any idea on where I turn here?

My wife is also on Sky Mobile using a Z7 Flip and isn't having these issues.

[J_ham]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[Leafdrop]

My S21 suddenly stopped working today (phone and sms text messaging). It was working yesterday. Can't log onto banking sites easily as I need sms code. 😞

[63johnw]

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@Leafdrop wrote:
My S21 suddenly stopped working today (phone and sms text messaging). It was working yesterday. Can't log onto banking sites easily as I need sms code. 😞

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Hi @Leafdrop  any issues showing ?

https://www.sky.com/help/articles/service-status-sky-mobile

[Leafdrop]

hi @63johnw 
Thanks.  Link doesn't work on the mobile phone, but I logged onto the desktop and checked it.  It does not show any issues.
I have contacted Sky, and they said it is either the phone or the sim.  They are sending out another sim.  I don't think it is my phone or the sim that's the problem, but hey ho.  To be honest, seeing as they have just hiked the subs to £11 from £8 for a measly 2GB, I am thinking to jump ship soon anyway.

[63johnw]

That's strange @Leafdrop  as it works on mobile for me. My next suggestion was a replacement sim. If you get it working give sky a call on 150 and ask for the customer loyalty team and they may be able to offer you a much better deal. 

[Leafdrop]

Thanks, may just do that 🙂

[Leafdrop]

Hi,  just a thought... have you checked if wi-fi calling is enabled on your phone?  If it's on, try switching it off.  Let us know what happens. 

[xenon81]

It's also worth checking that your phone is set to 4G/5G and not 3G Only. O2 (Sky's host network) have turned off 3G in most of the country recently, with more areas being switched off each Wednesday. 3G is now only available in Greater London. Northern Ireland and South West England and these areas will be switched off by March.

[arcadeavenger]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141
 

[Leafdrop]

Thanks @xenon81, I'm on the 5G network. So it's not that.

[WayneBos · Accepted solution]

Hi, I have resolved this myself today. I have replaced the ESim with a physical sim and instantly was able to make calls via the network and not having to rely on WiFi calling. Strange though as the ESim had been reinstalled the other day from sky and all configuration settings installed also following the initial report of the issue.

[Leafdrop]

Just to say,  yesterday I received a replacement sim from Sky.  Last night I inserted it into my phone.  It took a while, maybe an hour or so.... but now the phone works and I can make calls.  Will check if I can receive calls/texts today.  So the problem seems to have been resolved.  I still have no idea why the sim would get suddenly corrupted, its not as if it gets a chance to get dirty.  I never take it out of the slot.  Glad its sorted though.  Is there a direct number for customer loyalty team?

[63johnw]

Hi @Leafdrop  no, call on 150 and when prompted ask for customer loyalty.