topic Re: Network down and WiFi calls not working. in Mobile Network discussions

Network down and WiFi calls not working.

Lesleyh123 — Sat, 26 Oct 2024 07:23:56 GMT

Re: Network down and WiFi calls not working.

Lesleyh123 — Sat, 26 Oct 2024 07:27:35 GMT

Our EE network has been down for a couple of days. As we are in a poor reception area anyway, we always have WiFi calling enabled. However we can make calls and get an error message suggesting we turn WiFi calling on.

We've tried turning to Airplane mode and switching on WiFi but this doesn't work. We've also restarted phones a couple of times too.

All other WiFi functionality is working, i.e WhatsApp calls, internet etc.

We need to call an elderly relative twice a day who doesn't have WhatsApp so this is concerning for us.

Re: Network down and WiFi calls not working.

bristolian — Sat, 26 Oct 2024 10:08:21 GMT

When exactly did WiFi-calling stop working? You've alluded to switching WiFi-calling off & on sometimes. Is there a reason you don't leave it enabled permanently?

Re: Network down and WiFi calls not working.

Northerner — Sat, 26 Oct 2024 10:09:58 GMT

Hi @Lesleyh123

Yes the WiFi calling service is not working on my S24 Ultra or iPhone 14. It must be down at the moment.

Thanks

Re: Network down and WiFi calls not working.

Lesleyh123 — Sat, 26 Oct 2024 10:12:49 GMT

It stopped working when the ee network went down. We've not been able to make any calls from home for 2 days now.

We tried turning it on and off after reading other threads on here.

That's also why we tried airplane mode and then turning WiFi on (other threads suggested this)

We're both on EE and have Pixel phones (3A and 6)

My husband needs to call his unwell elderly mother twice a day and hadn't been able to as she doesn't have WhatsApp (which is working)

Re: Network down and WiFi calls not working.

Lesleyh123 — Sat, 26 Oct 2024 10:15:06 GMT

Thanks for letting us know you're having the same issue, at least it's not something we're doing

Re: Network down and WiFi calls not working.

bristolian — Sat, 26 Oct 2024 11:30:14 GMT

@Northerner wrote:

Yes the WiFi calling service is not working on my S24 Ultra or iPhone 14. It must be down at the moment.

Working fine for me on my Android device, so there's no national outage.

Re: Network down and WiFi calls not working.

Christopher_G — Sat, 26 Oct 2024 12:19:37 GMT

Hi @Lesleyh123

Could you try restarting your phone and let me know if it's working again for you now please?

Chris

Re: Network down and WiFi calls not working.

Lesleyh123 — Sat, 26 Oct 2024 12:38:16 GMT

Thanks for reaching out Christopher, I tried that but still get the same message even though I'm on our WiFi and can get Internet etc.

I've also recently had a text to indicate it's taking time to sort the network issue.

I really don't understand why WiFi calling isn't working though?

Re: Network down and WiFi calls not working.

Christopher_G — Sat, 26 Oct 2024 13:00:18 GMT

Could you try restarting your router please, @Lesleyh123?

If it still isn't working, try forgetting the WiFi network and re-setting it up from scratch.

Chris

Re: Network down and WiFi calls not working.

Lesleyh123 — Sat, 26 Oct 2024 13:04:58 GMT

Restarted the router, which didn't work, and forgot both WiFi (5g and 2.4) and still not working.

Re: Network down and WiFi calls not working.

Christopher_G — Sat, 26 Oct 2024 13:16:32 GMT

OK, thanks for trying, @Lesleyh123

I'm not sure why it isn't working for you. If you're a pay monthly contract customer, it may be worth going onto our live chat service, so they can check your account. You can access it through the 'help' section of the EE App.

Chris

Re: Network down and WiFi calls not working.

Lesleyh123 — Sat, 26 Oct 2024 13:24:46 GMT

Thanks Christopher

I'll try that 👍

Re: Network down and WiFi calls not working.

Lesleyh123 — Sat, 26 Oct 2024 13:32:45 GMT

The AI chat function just keeps going through Network issues and tells me to set up WiFi. Or it tells me to ring. It appears impossible to get it to put me through to a person 😞

Re: Network down and WiFi calls not working.

Christopher_G — Sat, 26 Oct 2024 15:33:05 GMT

Do you have another phone that you could give us a call from, @Lesleyh123?

Chris

Re: Network down and WiFi calls not working.

Lesleyh123 — Sat, 26 Oct 2024 15:45:54 GMT

No, sorry, that's the problem! We're both on EE, and both have Google Pixel phones (different models).

We can't contact Paul's unwell and elderly mum 350 miles away.

Re: Network down and WiFi calls not working.

Michael_D — Sun, 27 Oct 2024 09:44:55 GMT

I understand your concern @Lesleyh123

Can you try to turn the WiFi Calling setting off on the phone and then try a restart again, before switching WiFi Calling back on to see if that helps to get you connected?

Michael

Re: Network down and WiFi calls not working.

Lesleyh123 — Sun, 27 Oct 2024 16:46:01 GMT

Thanks Michael, we will do when we're back home. Just got a text saying it's still down and taking longer than expected to fix. Let's hope it's soon.

Re: Network down and WiFi calls not working.

Lesleyh123 — Mon, 28 Oct 2024 06:53:04 GMT

Hi Michael,

I've tried that and WiFi calls are still not working. If we drive 6 or 7 miles to a local village everything works ok (ie normal network ) but not at home.

The network checker still says it's down too.

Re: Network down and WiFi calls not working.

Peter_W — Mon, 28 Oct 2024 13:18:37 GMT

Good afternoon @Lesleyh123, thanks for giving that a try for us!

What happened when you tried enabling WiFi Calls?

Also if you look at the icons at the top of your screen, when this is enabled do you see an icon that looks like a WiFi symbol with a phone next to it?

This is what would usually indicate that it's using this option for your calls.

Peter