Unable to make or receive calls on samsung, can make and receivd texts

[JodieC · Accepted solution]

Hi @LynneSc_1756041 

Thank you for reaching out to our SMARTY community forum!

It sounds like you may be using a Samsung model that is no longer compatible with our service as 3G is no longer available on our network. 

Devices that are NOT 4G VoLTE will be able to use data and SMS but outgoing and incoming calls will be affected. Please view our VoLTE compatibility list below to see if your device is compatible. 

Checking if your device is 4G-VoLTE compatible | SMARTY Help Centre

If your device is NOT compatible, unfortunately, you will not be able to make or receive calls moving forward. If so, we can provide you with a PAC code to switch to a provider that supports your device.

I hope this helps!

- Jodie

[SarahDe_1477160]

Hi. We also have the same problem. But phone can still seem to use WhatsApp calling. However I can only set up WhatsApp by receiving a text or a call to verify- neither of which are possible. 
Any advice gratefully received. 
Sarah

[SarahDe_1477160]

Hi Jodie

 we also have the same problem. But I have done a reset and want to use WhatsApp calling. However I need to receive a call or text to verify and neither of those are working. My phone is Emporia 5. 
Amy help gratefully received. 
Sarah

[MSF]

@SarahDe_1477160 It may be that your phone is not compatible with Smarty version of VoLTE. Since 3G signal was turned off, a number of phones have run into this problem due to the version of VoLTE that Smarty tuns on..

The options may be to either change to a new, compatible phone or else find a network that will support your phone model.

[SarahDe_1477160]

Yes this SIM is fine in my phone.  This is really disappointing. My father purchased this phone not that long ago. 
Can you confirm that the emporia 5 can no longer be used by us?

[LynneSc_1756041]

Thanks is sorted out now

[SarahDe_1477160]

Can I ask how did you sort it please?

[MSF]

@SarahDe_1477160  The suggestion is that the Accepted Solution answered the problem i.e. the phone is not compatible.

Unfortunately, it seems that the Smarty VoLTE protocol will not work with some phones, but you may find that it will be fine on another network - even on Three!