topic Re: WiFi calling in Mobile Services

WiFi calling

FernyFern — Thu, 19 Jan 2023 14:48:27 GMT

We recently moved to an area with minuscule mobile reception, but the previous occupants had mobile 4G. EE couldn’t supply a suitable router, so we got one through a broadband specialist that incidentally has an EE sim. WiFi calling doesn’t work. Not sure whether it’s the handsets (I’ve got a Motorola moto G7 power, himself has a spanking new Motorola something with lots of memory), that we’re on PAYG, that there’s an extender on the WiFi, that the provider is different even though the sim is EE. I’ve called customer services but they were unable to help and suggested I went to an EE shop (standing in a snowdrift nearly a mile away where there’s a signal)

Wifi calling is turned on. I’m reluctant to buy a new handset if it’s not going to fix the issue. Can’t find the list of WiFi calling compatible handsets on the website and am really unsure of what to do.

Will be very grateful indeed for helpful suggestions
Thank you

Re: WiFi calling

FernyFern — Thu, 19 Jan 2023 13:59:31 GMT

Tried calling EE about which handsets supported WiFi calling, and they were unable to confirm it and suggested going into one of the shops

Re: WiFi calling

Christopher_G — Thu, 19 Jan 2023 15:45:52 GMT

Hi @FernyFern

Welcome to the community.

I can confirm that Motorola Moto G7 Power devices bought directly from EE are WiFi and 4G calling compatible. We cannot guarantee that this will work with devices not bought directly from us.

Were the customer service team able to confirm that WiFi calling is set up on the SIM card?

Chris

Re: WiFi calling

Christopher_G — Thu, 19 Jan 2023 15:46:47 GMT

Hi @FernyFern

I've replied to your other post about this. Please have a look and get back to me.

Thanks 🙂

Chris

Re: WiFi calling

FernyFern — Thu, 19 Jan 2023 15:50:22 GMT

Hi Chris

That’s helpful, thank you. The phone wasn’t bought from EE. I’ll nip in to the shop and ask if they’re able to check the sim and see if that helps

Cheers

Re: WiFi calling

Christopher_G — Thu, 19 Jan 2023 16:12:12 GMT

OK, keep us posted on what happens, @FernyFern.

Chris

Re: WiFi calling

FernyFern — Sat, 21 Jan 2023 15:02:23 GMT

The local EE shop have been very helpful, but we don’t have an explanation or solution.
They have two main possibilities: WiFi calling is not possible on PAYG, although they think this changed recently, or it won’t work on wifi from a 4G antennae as it thinks it’s a mobile signal.
the theory behind the antennae thing is that it’s connected to a TP Links router with an EE sim card in it and WiFi calling will only work (possibly) on a router connected to a landline. We tried this at the shop, but as there’s a mobile signal it defaults to that. It would only be possible to test this if we can find a place without a mobile signal that has a WiFi router connected to a landline

WhatsApp and Messenger calling work as they use VOIP. Unfortunately the bloke allegedly coming to look at the boiler phones and leaves voicemails that we may get three days later

They assure me that a call to emergency services (it’s my main worry) would be ok as it uses radio signal. Wouldn’t like to test that as we only get radio stations through the internet.

If anyone has further thoughts or suggestions, it’s appreciated
Thank you

Re: WiFi calling

James_B — Sat, 21 Jan 2023 15:24:02 GMT

Hi @FernyFern,

I can confirm that you can use WiFi Calling on pay as you go and it should work on most WiFi networks.

It's interesting that your router can pick up a signal, but not your phone. It could be that you phone doesn't support EE WiFi or 4G Calling. Do you have a access to another phone you could test your SIM in?

Calls to the emergency services don't use radio, but can be made over any mobile network provider with signal in the area.

James

Re: WiFi calling

FernyFern — Sat, 21 Jan 2023 15:29:52 GMT

Thanks @James_B

4G WiFi where there’s a poor signal works by the antennae enhancing the
poor signal. Here it’s by about 5 times. This gives sufficient signal to
enable WiFi through a router attached to a SIM card. Satellite WiFi works
in a similar way. The mobile signal is insufficient to make a call but we
get around 35 MPS WiFi via the router
Hope this clarifies
Cheers

Re: WiFi calling

James_B — Sat, 21 Jan 2023 15:35:36 GMT

Thanks @FernyFern, I should have asked if you were using an external antenna.

This does point to your phone not being compatible with EE WiFi Calling.

James

Re: WiFi calling

FernyFern — Sat, 21 Jan 2023 15:46:18 GMT

Thanks James

just to make sure I’ve understood (it can take a while…), it appears the handset is WiFi compatible, but WiFi calling is not possible through WiFi from a router attached to an external antennae?

it wouldn’t matter which phone (handset) I bought, it wouldn’t work?

Thank you

Re: WiFi calling

James_B — Sat, 21 Jan 2023 15:55:40 GMT

Hi @FernyFern,

No, there's no reason why a compatible phone shouldn't work over your WiFi connection.

If possible, I'd recommend testing with a friend or family member's phone that is known to be compatible with EE WiFi Calling.

James

Re: WiFi calling

FernyFern — Sat, 21 Jan 2023 15:59:25 GMT

OK, thank you
I’m told the phone (handset) is compatible, the SIM is directly from an EE shop and there’s no reason it shouldn’t work if WiFi calling works at all. I’ll try and find somebody else and see what happens

Re: WiFi calling

James_B — Sat, 21 Jan 2023 16:02:27 GMT

Was the handset purchased direct from EE @FernyFern?

James

Re: WiFi calling

FernyFern — Sat, 21 Jan 2023 16:04:03 GMT

Not sure. The previous one (that the sim came with) definitely did, can’t remember for this one. I’m reluctant to buy a new phone for it not to work either

Re: WiFi calling

James_B — Sat, 21 Jan 2023 16:05:47 GMT

If it was purchased from another network, it may not be compatible with EE WiFi Calling.

It's worth testing with another phone before purchasing a new one @FernyFern

Please keep us updated.

James

Re: WiFi calling

FernyFern — Sat, 21 Jan 2023 16:08:37 GMT

It definitely wasn’t bought through another network

I was hoping somebody could tell me definitively whether WiFi calling through a router with an EE sim connected to an external antennae should work, as that seems to be the most likely failing

Re: WiFi calling

James_B — Sat, 21 Jan 2023 16:18:50 GMT

There's no reason why it shouldn't work over your mobile broadband router @FernyFern

Another test you could carry out is to try WiFi Calling on a different WiFi network. If you have mobile coverage, you can force the phone to use WiFi Calling by enabling airplane mode, then turning WiFi back on.

Hope this helps.

James

Re: WiFi calling

FernyFern — Sat, 21 Jan 2023 16:25:04 GMT

Thanks, I’ll give that a go and also see if I can find someone else to test it here

Appreciate your patience

Re: WiFi calling

James_B — Sat, 21 Jan 2023 16:27:10 GMT

No problem @FernyFern 🙂

James