topic Re: Wifi calling not working in Archived Posts

Wifi calling not working

Tailstrike — Tue, 14 Sep 2021 06:19:44 GMT

Hi all,

I am a new EE customer and have got the new Z Flip 3 since yesterday and I am unable to get Wifi Calling to work.

It is obviously selected in settings, I am connected to wifi, I have no or bad signal, but it will not show up.

Other phones have previously worked okay so I do not see a reason why this time it doesn't.

I have tried all: restarting phone and router, try airplane mode, try software update, etc etc.

I have been searching online for a solution but nothing seems to solve it.

Any ideas?

Thanks,

Stephan

Re: Wifi calling not working

Chris_B — Tue, 14 Sep 2021 06:40:43 GMT

@Tailstrike Call customer service and ask them to make sure WiFi calling is enabled on your account. It could just be a case of not being enabled on EEs side.

Re: Wifi calling not working

Tailstrike — Tue, 14 Sep 2021 08:58:12 GMT

Hi,

Done that and they said all is enabled but apparently they have "issues" with WC on new phones???

I even got a text message saying the WC is now enabled.

But still not working......

Re: Wifi calling not working

Leanne_T — Tue, 14 Sep 2021 14:05:23 GMT

Hi @Tailstrike

Thanks for coming to the community.

Have you been back in touch with our Tech Gurus on 150 for an update?

Thanks 🙂

Leanne.

Re: Wifi calling not working

bristolian — Tue, 14 Sep 2021 14:28:52 GMT

Was your phone supplied by EE, or is it a SIM-free device that you're using with a SIM-only payment plan?

Re: Wifi calling not working

Tailstrike — Tue, 14 Sep 2021 14:42:48 GMT

Thank you for your support so far.

The phone & sim (monthly contract) are supplied by EE as I am a brand new customer having been with O2 previous.

Received an email update this afternoon: " I have double checked our systems and we have had issues with WIFI calling despite updating your account to include the WIFI calling feature. A ticket has been raised on your behalf for further investigation and is currently getting looked into".

Fingers crossed they'll get it sorted soon.

Stephan

Re: Wifi calling not working

Tailstrike — Tue, 14 Sep 2021 16:41:20 GMT

Okay, been looking into some other stuff today as I'm getting frustrated with this.

I've just been in an area with good phone signal coverage and I had full bars. I have the message "Emergency calls only" and it is obvious that the phone does not connect to a network.

Looking at SIM card status under Service State it says OUT OF SERVICE!!

Tried to call 150 but 30min time is too long.

Any ideas? I've removed/reinserted sim card. Power phone off/on etc.

Thanks

Re: Wifi calling not working

bristolian — Tue, 14 Sep 2021 16:54:07 GMT

You can try toggling flight mode on/off to force a reconnection, or try your SIM in another phone to see if the same problem is apparent.

If the same issue happens in multiple devices, it would confirm an account-level problem.

Re: Wifi calling not working

James_Donnelly — Fri, 17 Sep 2021 15:56:54 GMT

Had the same problem with Z Flip 3 when trying to enable via the connectivity settings menu. Only showed me a VoLTE option not VoWiFi.

I toggled WiFi calling on in the quick drop down menu and WiFi calling is now working. You can see the toggle below and VoWiFi enabled on my EE sim 2

Re: Wifi calling not working

Tailstrike — Fri, 17 Sep 2021 16:31:19 GMT

Latest news from EE: There is a known problem in their system with Wifi Calling for new customers/sim cards.

They are working on it but no idea when it will get resolved.

I have 2 new sim cards, 1x for my new Z Flip 3 and 1x for my old phone.

Both have identical problems so no Wifi Calling on either...

Not happy!

Re: Wifi calling not working

portlanders — Thu, 23 Sep 2021 11:31:49 GMT

Any update on this?

I just took an additional line with a Z Flip3 and the wifi calling isn't working, even though the toggle to turn it on is there, and toggled to on

Re: Wifi calling not working

portlanders — Thu, 23 Sep 2021 12:26:20 GMT

Just spent a good 30 mins on the phone with EE.

Reset network settings, etc to no avail.

Then was informed from supervisor that issue has been present since 10th Sept, and they are still working on the issue.

We rely on wifi calling as signal here with any operator is either non-existent or patchy at best.

I've had an S21 through EE for a few months now, and always had wifi calling, and continue to do so, it's just with the new z flip3 we don't... or rather with the new sim card.

I exchanged sims cards between phones which confirmed the issue is with the new sim card, as that would not show wifi calling on the S21, yet the other sim card in the z flip3 did.

I have a call back arranged for Monday afternoon 27th, today is Thursday 23rd Sept.

Re: Wifi calling not working

portlanders — Thu, 23 Sep 2021 17:32:07 GMT

Just putting it out there, as there are a few device specific posts on the same problem.

I was informed by EE this afternoon that they have been aware since the 10th Sept that some new sim cards have a problem whereby wifi calling isn't being activated.

They are working at a solution.

Personally, it effects my new z flip3, and by swapping sims with my s21 it confirmed the new sim card is the issue... not the device.

EE have been aware for 2 weeks (bar a day) of the problem.
One would hope they can remedy a solution soon, either by apply a fix or issuing new sim cards.

A lot of people rely solely on wifi calling in their homes, as i do, due to living in an area where there is poor network coverage regardless of the operator.

Re: Wifi calling not working

Tailstrike — Fri, 24 Sep 2021 15:54:42 GMT

Update:

Wifi Calling is now working on my sim-only card that I'm using in my old phone.

Flip 3 sim is still not working.

Re: Wifi calling not working

Rkgreaves — Sat, 25 Sep 2021 08:05:07 GMT

Got the exact same issue with the new iPhone 13 pro. I get yesterday. EETech support say it’s the new sims causing the issue, known problem etc allow a week for them to resolve.

Re: Wifi calling not working

leecie57 — Mon, 27 Sep 2021 10:51:00 GMT

Same issue with my new SIM card on SIM only contract, I was also told that they are working on a fix.

Keeping my fingers crossed, I don't really want to have to change contracts.

Re: Wifi calling not working

portlanders — Mon, 27 Sep 2021 15:57:02 GMT

Update from me:

They are going to send out a 4G sim card, thinking this will 'unlock' the problem, and if wifi calling works on the 4G card they will send out another 5G sim card.

Been given the operatives direct email address to use when the 4G sim card arrives so he can guide through the activation process there and then.

He asked if he could close the complaint and raise another if this doesn't work, but i declined - I won't close the complaint until i get the wifi service enabled.

Nearly forgot to add, he mentioned some 700,000 sim cards are known to be affected.... if true i hope they are putting more resources in to a fix, rather than swapping sim cards.. especially for 4G which isn't the service i'm contracted for.

Re: Wifi calling not working

Rkgreaves — Mon, 27 Sep 2021 16:07:46 GMT

I also tried to changing to an esim, but still didn’t work. Called 150 again today, the chap again said known issue, was checking if I had group permission for Wi-Fi calling, then I got cut off, lack of signal here. That will be why I need Wi-Fi calling…..

Re: Wifi calling not working

portlanders — Mon, 27 Sep 2021 16:14:58 GMT

The operative tried telling me it predominantly effects Samsung's, as he has an iphone and doesn't have the problem....... don't think that's true.
Seems more likely they applied some different programming to new sims issued which has conflicted with the wifi-calling.

The network operators have used wifi calling i think as an excuse not to expand coverage, or at least improve coverage in poor signal areas... which is fine, but they need to rectify this issue with importance, they can't have it both ways.

Re: Wifi calling not working

bristolian — Mon, 27 Sep 2021 17:14:31 GMT

@portlanders wrote:

The network operators have used wifi calling i think as an excuse not to expand coverage, or at least improve coverage in poor signal areas... which is fine, but they need to rectify this issue with importance, they can't have it both ways.

You may be interested in reading about the Shared Rural Network in which EE are playing a leading role. Also the Scottish 4G infill & ESN projects.

All of these are specifically targeting coverage improvements in rural & remote areas, often where there is currently no coverage.

EE are not relying on WiFi-calling as a cheap alternative in these locations. The service excellent way of providing indoor service where it's not otherwise available for whatever reason.