topic Re: Wifi calling not working in Mobile Services

Wifi calling not working

flossienana — Tue, 24 Oct 2023 16:15:15 GMT

I have 4 iPhones with EE sims. 3 work perfectly with wifi calling, one does not. I have zero mobile signal at home so wifi calling is vital. I’ve tried swapping the sims and 3 sims work in all 4 phones but the one sim works in none of them. The helpline said the sim is not the problem but I can’t believe that. I tried all the usual stuff like turning off and on again everything to do with broadband and wifi and phones, and EE sent a replacement sim with the same number but that didn’t work in any of my 4 phones. The helpline have given up on me and didn’t bother phoning back after they asked me to switch off my router and I lost phone signal surprisingly. Any ideas please?

Re: Wifi calling not working

flossienana — Tue, 24 Oct 2023 16:11:02 GMT

Re: Wifi calling not working

bristolian — Tue, 24 Oct 2023 16:19:56 GMT

Does this problem only affect one particular WiFi router, or multiple ones?

When the CS agent told you the SIM isn't the problem, did you point out to them that your tests appeared to suggest the opposite? What did they say?

Re: Wifi calling not working

flossienana — Tue, 24 Oct 2023 16:44:00 GMT

The problem only affects one sim as the other 3 sims work in all 4 phones. So it also cannot be the phone. I pointed this out to CS but it didn’t seem to alter their opinion.

Re: Wifi calling not working

bristolian — Tue, 24 Oct 2023 16:53:04 GMT

Testing on another WiFi router would be a good elimination technique, but...

@flossienana wrote:

I pointed this out to CS but it didn’t seem to alter their opinion.

That's worth a call back and speak to someone else. Standard call-centre theory applies here I'm afraid.

Re: Wifi calling not working

flossienana — Tue, 24 Oct 2023 17:00:58 GMT

Thank you, I’ll guess I’ll have to try CS again.

Re: Wifi calling not working

Northerner — Tue, 24 Oct 2023 17:13:40 GMT

Hi @flossienana

Does it work if you deactivate WiFi calling on one of the other devices.

Also make sure data is active and WiFi calling in a active on the device.

@Chris_B might be able to help.

Thanks

Re: Wifi calling not working

flossienana — Tue, 24 Oct 2023 18:57:35 GMT

Many thanks. I tried disabling wifi calling on another one of the phones with EE sim in and ensured set up is correct for wifi calling and data is active on the phone with the poorly sim but no luck I’m afraid. I’ll try CS tomorrow.