topic Re: Wifi calling issue on wifi in Mobile Services

Wifi calling issue on wifi

kcurrie65 — Wed, 06 Jul 2022 02:05:07 GMT

OK it's a multi part question. The other week when mobile services went wonky and despite EE saying this was only a mobile issue my wifi calling went off at home. I have no EE signal at home so make wifi calls using wifi from my router. But like a said when the mobile fault happend 2 or 3 weeks ago no wifi calling on Broadband.

Yesterday exactly the same issue. Come home no wifi calling spent 1 hour 20 on phone (landline) with tech support my mobile was fine my Broadband fine wifi was fine just no wifi calling available.

So at roughly 7pm my phone started receiving texts and as if by magic wifi calling had returned.

So my main question is what actually makes wifi calling work ? Over wifi ie when you have zero network signal and rely on wifi. What magic makes it work

Re: Wifi calling issue on wifi

James_B — Wed, 06 Jul 2022 07:24:55 GMT

Hi @kcurrie65,

I'm happy to hear your WiFi Calling service is back up and running.

There's a lot that goes on in the background to make your WiFi Calling service work, but essentially, it just sends and receives the information needed to make your call into the EE network via your broadband connection, rather than over the air using your mobile signal.

Hope this helps.

James

Re: Wifi calling issue on wifi

kcurrie65 — Wed, 06 Jul 2022 07:48:57 GMT

I guessed there is more to it than just a wifi connection. So when wifi is on and wifi calling fails then its a network issue ? That apparently dosent show on EE systems ?

Re: Wifi calling issue on wifi

James_B — Wed, 06 Jul 2022 08:15:52 GMT

Hi @kcurrie65,

A support ticket was raised yesterday afternoon when it was identified that a small number of customers were unable to use WiFi Calling and the issue was resolved later that evening.

We're sorry for any inconvenience caused.

James

Re: Wifi calling issue on wifi

kcurrie65 — Wed, 06 Jul 2022 08:42:38 GMT

Agreed it was resolved very quickly hats off to that. I think though. Thinking out loud here. When you spend as long on the phone to support and despite my best efforts explaining to them wifi calling was available when I connected to my vans wifi on o2 and that at work wifi calling was fine on both phones mobile support thought both were faulty at same time? Chances of that ? I am happy that I wasn't crazy after all though and for the quick fix thanks

Re: Wifi calling issue on wifi

Rich94 — Thu, 07 Jul 2022 19:26:41 GMT

Hi James,

I am still experiencing the issue with wifi calling not working despite the fix being put in place as you say. As with other customers, I live in a rural area with no signal at all so rely entirely on wifi calling to make calls, especially since the removal of the booster service previously offered by EE.

Are any setting adjustments required on the device side to rectify the issue?

Thanks,

Rich

Re: Wifi calling issue on wifi

bristolian — Thu, 07 Jul 2022 19:31:52 GMT

Have you tried restarting your phone and also toggling WiFi-calling off/on in your phone's settings?

Re: Wifi calling issue on wifi

kcurrie65 — Thu, 07 Jul 2022 20:03:48 GMT

What colour is your hub ? Black or white ? I had initially a black one and it would not allow wifi calling amongst many other issues. Its also a known issue

Re: Wifi calling issue on wifi

kcurrie65 — Thu, 07 Jul 2022 20:06:09 GMT

So my camper has an o2 mifi. Turn it on and boom wifi calls appeard this issue I had no restarts or hub resets would fix. They did find a fault on their network was not a phone or hub issue for me on this occasion

Re: Wifi calling issue on wifi

Rich94 — Fri, 08 Jul 2022 11:03:40 GMT

Hi there,

yes, I’ve restarted the phone, reset network settings etc. I work in IT so have done the usual but to no avail.

Cheers

Rich

Re: Wifi calling issue on wifi

Leanne_T — Fri, 08 Jul 2022 11:20:42 GMT

Hi @Rich94

Thanks for coming back to us.

Can you connect to any WiFi network and use WiFi Calling?

Which device are you using?

Leanne 🙂

Re: Wifi calling issue on wifi

Rich94 — Fri, 08 Jul 2022 13:43:26 GMT

Hi Leanne,

it shows WiFi calling in the top left but then disappears as soon as I try to make a call, happens on other networks but predominantly at my home. Device is an iPhone 11 Pro, fully up to date with updates.

Thanks a lot,

Rich

Re: Wifi calling issue on wifi

Leanne_T — Fri, 08 Jul 2022 13:47:20 GMT

Thanks @Rich94

Do any other devices have problems connecting at home?

Does the same happen in you put your phone in airplane mode and make a call?

Leanne.

Re: Wifi calling issue on wifi

Rich94 — Fri, 08 Jul 2022 18:21:23 GMT

Hi @Leanne_T Leanne,

No other devices have the issue but this is the only one that uses WiFi calling in the house.

Switching airplane mode on but enabling WiFi did appear to work and seemed to maintain WiFi calling throughout the call however? What’s causing the conflict do you think?

Thanks again for your help,

Re: Wifi calling issue on wifi

bristolian — Fri, 08 Jul 2022 18:47:36 GMT

WiFi-calling is designed to only kick-in when there is insufficient mobile coverage. By enabling flight mode you are forcing zero mobile coverage.Some recent Android phones allow you to choose between "WiFi-preferred" and "mobile-preferred" which can help in fringe coverage areas.-- Jon.

Re: Wifi calling issue on wifi

Rich94 — Fri, 08 Jul 2022 21:09:55 GMT

Thanks @bristolian, appreciate the explanation. I’d always assumed it was either on or off, I didn’t realise it had an activation threshold so to speak. Bit of a pain having to switch it on and off all the time but appreciate the workaround 👍🏻