topic Re: WIFI calling not working without GSM network connection in Mobile Network discussions

WIFI calling not working without GSM network connection

alexbb — Thu, 30 Mar 2023 13:16:39 GMT

WIFI calling was meant to work when no mobile network signal is available, but in my case it does not. Also, when I'm in a WIFI call, is the mobile network signal is lost, I lose my phone call over WIFI. That happens a lot as I'm in a building with very poor indoor reception.

This has been going for months, I use a Google Pixel 6, and I can verify my calls work over WIFI just fine, as long I have mobile network signal, once it is lost, I can't make or receive any calls over WIFI.

What can I do to fix this?

Re: WIFI calling not working without GSM network connection

Chris_B — Thu, 30 Mar 2023 13:29:59 GMT

@alexbb Having no signal when Wi-Fi calling is enabled should still work as that’s the point of Wi-Fi calling. It doesn’t need a cellular signal to work. Are you 100 sure you are using Wi-Fi calling ? As this sounds like a cellular call that’s being dropped because of poor or no cellular connection. Is Wi-Fi calling enabled on the device? Just have Wi-Fi enabled doesn’t mean you’re using Wi-Fi calling.

Re: WIFI calling not working without GSM network connection

alexbb — Thu, 30 Mar 2023 13:34:10 GMT

Yes, I'm 100% sure it is using WIFI calling because first, my phone clearly displays the call as being placed over WIFI, second, I can enable/disable and clearly notice the codec/audio quality difference between WIFI and GSM network (when not using VoLTE).

I've also used Wireshark on my firewall to capture packets sent from my phone over the WIFI network, I can see traffic during a VOIP call.

Re: WIFI calling not working without GSM network connection

Leanne_T — Thu, 30 Mar 2023 15:03:29 GMT

Hi @alexbb

Thanks for coming here.

Does this happen on more than one WiFi network?

Have you tried backing up your data and resetting the phone to factory settings?

Thanks.

Leanne.

Re: WIFI calling not working without GSM network connection

alexbb — Thu, 30 Mar 2023 15:14:39 GMT

I've not tried on a different location, but I've already tried on a different network that is wide open with no firewall rules protecting it. If that was the case of being a problem, then WIFI calling would never work. It does not work only when GSM network signal is lost.

My phone was recently replaced, so factory settings would not be applicable. Same problem with previous phone.

Re: WIFI calling not working without GSM network connection

Christopher_G — Thu, 30 Mar 2023 16:35:59 GMT

OK, thanks @alexbb

I would suggest speaking to our Technical Support team so they can help you with this.
Chris

Re: WIFI calling not working without GSM network connection

bristolian — Thu, 30 Mar 2023 16:39:21 GMT

I'm not clear whether your VoWiFi calls are setting up in the first place and then dropping? Or not setting up in the first place.

VoWiFi only has handover to other IMS layers - in other words, VoLTE. There isn't handover between the legacy 2G/3G layers and VoWiFi - this could potentially explain some of your issues.

Re: WIFI calling not working without GSM network connection

alexbb — Thu, 30 Mar 2023 16:56:19 GMT

I've opened a ticket with support.

WIFI calling works, and I can see the traffic on my firewall. I've only 4/5g where I am, still there is no handover so far I can see as the call is not over mobile network, the call is over wifi. the phone says so, the firewall traffic logged says so. What handover would happen in this situation?

Re: WIFI calling not working without GSM network connection

bristolian — Thu, 30 Mar 2023 19:51:15 GMT

Are you using Android or Apple? And if Android, are you using "WiFi-preferred" or "mobile preferred"?

Do you know which 4G bands are in use - notably whether you're using B20 or B1/B3/B7?

Re: WIFI calling not working without GSM network connection

Stevestevesteve — Fri, 31 Mar 2023 11:41:05 GMT

Hi Alex, I'd be keen to hear the solution if you do find one. I've been experiencing the same issue for a while now and unfortunately my discussions with tech support didn't get very far as they couldn't seem to understand the issue. I have managed to secure bill credit for the inconvenience so make sure you ask for it too!

One thing I have noticed in my pixel 6 settings is that it says 'EE WiFi calling requires 2g' so perhaps that has something to do with it?

Re: WIFI calling not working without GSM network connection

bristolian — Fri, 31 Mar 2023 11:50:39 GMT

I note you have auto network selection disabled, which is not ideal. I would certainly recommend enabling that.

Re: WIFI calling not working without GSM network connection

alexbb — Fri, 31 Mar 2023 12:32:48 GMT

Pixel 6 (Android), there is no such a setting as to what is prefer, it is on, or off. When it is on, it always uses it.

No idea what band is here where I live, this happen on 4G and also 5G

Re: WIFI calling not working without GSM network connection

alexbb — Fri, 31 Mar 2023 12:35:19 GMT

I've this issue since I can remember, the difference is that before I didn't work in the location that has poor signal as I do now. So the problem was most likely always there, just not easy to reproduce.

I think you tried to post a screen shot here that is not displaying for me. But I could not see any 2G requirements, which so far I know doesn't even exist anymore where I live.

Re: WIFI calling not working without GSM network connection

alexbb — Sat, 01 Apr 2023 11:21:22 GMT

My Pixel 6 also has the "requires 2G for WIFI calling to work selected and I cannot unselect it. Odd, I was not aware I even had 2g signal here as rarely I get any 3G. So what is the point of WIFI calling if GSM network is required?

Re: WIFI calling not working without GSM network connection

James_B — Sat, 01 Apr 2023 12:29:17 GMT

Hi @alexbb,

If you activate aeroplane mode, then turn WiFi back on, can you make a call over WiFi?

James

Re: WIFI calling not working without GSM network connection

alexbb — Sun, 02 Apr 2023 09:28:50 GMT

airplane mode on pixel 6 doesn't deactivate the wifi, but yeah it works in airplane mode just fine to make and receive calls.

Re: WIFI calling not working without GSM network connection

James_B — Sun, 02 Apr 2023 09:39:30 GMT

Hi @alexbb,

That's great, it confirms WiFi Calling is still working when you have no mobile signal.

I'm not sure why that message is appearing on Pixel devices but I'll see if I can find out.

James

Re: WIFI calling not working without GSM network connection

alexbb — Mon, 03 Apr 2023 08:20:22 GMT

When deactivating the esim it does not work over wifi, but I guess that is how it should work as even in airplane modem the wifi calling would need to use information from the esim to call?

Re: WIFI calling not working without GSM network connection

Leanne_T — Mon, 03 Apr 2023 10:56:22 GMT

Hi @alexbb

If you have an active SIM you can use WiFi Calling.

If you are experiencing problems with WiFi Calling, please call us and the team will get this looked into for you.

Leanne.

Re: WIFI calling not working without GSM network connection

alexbb — Thu, 06 Apr 2023 08:49:18 GMT

I've been trying to resolve this with support, but so far it has been a dead end with no solution to my problem, that is why I decided to post here to see if I can get any further details. I've been battling with this issue for 1 year now with no signs of getting it resolved.