topic Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on. in Mobile Network discussions

Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Rick443361875 — Tue, 03 Dec 2024 22:07:23 GMT

This has been going on since I replaced by Galaxy A3, which had audio issues when Wifi calling, to a new Galaxy A15.

The upgrade cured the audio BUT, I can take one incoming call, say, and the rest all go to voicemail.
I cannot dial OUT UNLESS I toggle WiFi calling, and sometimes even that fails to rectify.
Making or receiving a call does NOT guarantee the next will not go to voicemail, or that I will not be able to dial out.
I have changed my router and WIFI adapter to no avail.
I have escalated an issue with EE on no less than 4 times and still nothing fixes it.
I am tired of being told to reset my phone, upgrade the software, or change something (it's almost like reinstalling windows used to be the microsoft fix all). I have changed every setting I have been asked to.

Either, there is a fault with my new A15 or with EE.

One tech tells me that the wifi calling symbol is from a command acknowledgement from EE and another tech says not.
Somehow, EE forgets that I have wifi calling selected and thus, calls me using a tower which is too weak to register on my phone rather than my broadband, but there's no ringing, just direct to voicemail, as if my phone wasn't there.

Could my broadband be the cause ? I think not.

At one time I was using both of my broadband land lines. One to speak with EE and the other to dial my phone while I obeyed my tech and changed this setting or resetting my phone, or restarting it.

Even when the system is broken, EE say there is no fault.

It's hard to get a solution when you get 3 days before their case is closed.

I can see my settings menus in my sleep.

Is there a root problem with the A15 ?

WhatsApp calling is perfect at all times so everything up to the input port at EE works.

I have zero cell coverage here. Sometimes, even a scan of networks will not show EE.

I miss my 3G box which handled wifi calling perfectly. Why not a 4g box ?

Clearly something is broken.

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Northerner — Tue, 03 Dec 2024 22:28:19 GMT

Hi @Rick443361875

This occasionally happens to me.

Try turning off VM (text VM OFF to 150) to see if you can narrow down the issue.

Thanks

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

bristolian — Wed, 04 Dec 2024 08:50:17 GMT

Does your A15 have the option to toggle WiFi-calling between mobile-preferred & WiFi-preferred? CS may have already suggested this, but you've not mentioned it.

FYI "Whatsapp calling" is a completely separate thing - both your phone & the network treat this as data usage, there is no concept of call-routing involved.

WiFi-calling options within "call settings" menu

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Peter_W — Wed, 04 Dec 2024 08:54:18 GMT

Hi there @Rick443361875, welcome to the EE Community!

It's definitely worth trying the step @northener has recommended here, as disabling this can help us work out if this issue is related to the divert, or more linked with the WiFi calling and network.

Just to check as well, do you have good WiFi coverage all over your home, and have you had the chance to try a speed test on your connection?

Peter

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Rick443361875 — Wed, 04 Dec 2024 21:36:34 GMT

Thank you for that suggestion.
I have turned V OFF and shall try calling my cell from my landline occasionally to see if matters change.
Watch this space...

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Rick443361875 — Wed, 04 Dec 2024 21:43:46 GMT

Thank you and yes, I have WiFi calling preferred set.

I understand your statement regarding WhatsApp. My point was to demonstrate that, IMHO, this proves the link between my cell, My WiFi, to the broadband system, thus the digital link is assured.
Even the video calling is rock solid, which passes more data than a simple voice call.

I did ask one of my Techs to change the port my data comes in on (I am an electronics engineer, but cellular phone technology is a black art to me), assuming that a faulty BC109 in a cross point was damaged. 🙂

Thank you for your input...

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Rick443361875 — Wed, 04 Dec 2024 22:09:25 GMT

Hello, and thank you.
I have turned VM OFF as suggested. Now, we wait :).
My broadband is Fibre to Cabinet, which I can virtually see if one property was not in the way.
My speed rarely drops below 54Mb down and 10Mb up.

I sit directly under my wifi adaptor.. It's powerful from 6 feet away...

I watch Amazon Prime in decent definition without interruption or buffering on my smart TV and my various PC's. I tend not to watch videos on my phone but the odd YouTube video link I get, work fine with no buffering... Just annoying ads as my PC ad blockers work a treat. This supports my assertion that the link between my cell and "The system" be it facetube or WhatsApp shown integrity and is, in my view, unlikely to be the cause?

I might reassert that my Galaxy A3 behaved impeccably since forever, my only reason to upgrade to the A15 was because my wifi calling outgoing voice (mine), was breaking up at the far end and was virtually useless as a phone.
My A15 cured that issue but has revealed another wifi calling issue.... This one.

I do have a pal in Ipswich who uses Wifi calling, and I link into his network when I visit.
I suppose a good test would be to see if my wifi calling fails from his location, as that would use a different broadband supplier and presumably a different "port" into the EE network.

The problem being, exercising my phone while there for a long enough time to come up with a determination.
Either way, the "wrong" result could simply distract us.
IF my Wifi calling was OK, or not OK, what would either suggest as the cause?

Sadly, I rely on my cell hone, being the contact number for the hospital that is treating my cancer because my call phone lives in my pocket and I cannot carry my landline around with me.

I have missed one 'cancellation' to be operated on because I was called once, and the answearing machine was not an option, so they filled the theatre time with someone else. I am back on a six month list, so a reliable cell phone, when I am at home and 10 minutes away from my hospital is rather important.
As my cell phone rarely works consistently, I expect that VM OFF will show a result soon.

Thanks again to all...

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Rick443361875 — Wed, 04 Dec 2024 22:12:26 GMT

Having trouble replying to you.
Yes, I have now turned VM OFF as you suggest.
Now, we wait...

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Rick443361875 — Wed, 04 Dec 2024 23:51:38 GMT

STOP PRESS.

Having turned VM OFF, I tried calling my cell from my landline. "The mobile phone you are calling is not available".
I called my landline from my cell, and it rang as it should.
I then rang my cell again from my landline.
I got a ringtone in my ear, but my cellphone in my lap remained silent.

What does this indicate ?.. Anyone ?

I assume if VM was ON, it would have gone to voice mail.

So on this occasion, I could ring out but not receive any calls.

What should I try now??

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Christopher_G — Thu, 05 Dec 2024 16:43:20 GMT

Hi @Rick443361875

I'm really sorry to hear of your diagnosis. I hope you're doing OK. I understand why having a working phone is really important to you.

That was a good test that may help our technical support team figure out the problem. I recommend giving them a call so that they can run through some troubleshooting with you. It would be great if you could call when you have a landline or other phone with you, in case they need to call you on a different phone to run the tests.

Here's our contact information, please keep us updated with what happens.

Chris

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Rick443361875 — Sat, 07 Dec 2024 17:52:21 GMT

OK. I shall try, for the 5th time, to get someone technical to take ownership of my issue and speak with them.

The notes about my issue are long as I said, 5 guys have looked at this but no one seems to have come up with anything more than resetting my phone or my router.

I will keep you updated.
It may take a day or so as I get 3 days before the ticket is closed and I have to go round the loop again.

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Rick443361875 — Sat, 07 Dec 2024 21:01:35 GMT

EE tier 3 have washed their hands of this issue as they claim wifi calling is the remit of my broadband supplier and not EE.

It is suggested that I.

1) reset my phone to factory settings.. Done that 3 times already.

2) contact my broadband supplier, which I did. They have no idea how the broadband system can handle WhatsApp voip, facebook messaging and skype yet fails to reliable handle the EE end.

3) Send my phone back to Samsung, who, when I contacted them some time back, claimed that if their phone connects satisfactorily to the internet via my wifi, there's nothing wrong with the phone; it's a network issue.

My guy from my broadband company is coming to see me to carry out the following test.
IF he can receive calls using my wifi and I cannot, and he is on EE as I am, I may have to get another number and sim to try.
If that works, then it's an EE problem as it would appear to be number specific, not handset specific or broadband specific.. I wonder about having calls to my current number diverted to my new number.

Is that something EE can do ?
These are all things I would expect EE to suggest, rather than what seems to be a "Have you tried....." approach to fault location.
So, I shall do my own research at my own expense and see what the results show.

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

bristolian — Sun, 08 Dec 2024 12:51:25 GMT

I would be intrigued to know exactly who you're dealing with, who call themselves "Tier 3", I have suspicions but appreciate you won't know.

WiFi-calling uses particular internet ports over a working connection - generally the system does "just work" and major problems tend to be obvious, cause widespread issues and be easily replicable. Single-user faults are a little different.

Thus the test of using another EE phone on your connection is a very wise one. That will narrow the issue down to your SIM/account, or WiFi-router. Reviewing this thread, I can't see any comments about whether your phone works on other WiFi-hotspots.

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Rick443361875 — Sun, 08 Dec 2024 18:32:10 GMT

Hi Bristolian.

When I eventually got through to a young lady in Wales, and she read me the last notes on my file. I asked, "When was this likely to be communicated to me?".
She said that "tier 3" are too important to speak to anyone. I don't think she was impressed, but there was nothing else she could do for me, basically, EE said it was my problem.

She read the 3 points to me. 1) Reset the phone to factory, 2)Call me broadband supplier, 3) send the phone away to be repaired.

When I call my cell today, from my landline, I get an engaged tone. MY VM is ON and wifi preferred is set.
Yes, my phone does work on other Wifi hot spots, which I assume you mean on other people's Wifi at their homes.
I alluded to spending some time with a pal using his WiFi to determine if calls go through or not.

That text is difficult to arrange as he works erratic shifts.

I spoke at length with my Broadband guy. He was at a loss to explain this issue as a digital fault should either be broken, or not, that it tends to intermittent with a leaning towards more failing than not,

My background is fault finding in Broadcast TV systems, and electronic design, though my knowledge, these days, about cellular phones and broadband stuff is zero.

We agreed that if facebook messenger, Skype, WhatsApp, youtube, and streaming services work, this proves beyond doubt that my phone is communicating with the broadband service and the issue is down to EE, not my phone.
He is coming to see me on Monday, and we will put his phone on my wifi network and we will call each other and see what occurs. We will both be on EE.

However, in order to isolate my phone, I COULD drop my sim back into my Galaxy A3, which, if you remember, had outgoing audio issues in wifi calling but was also 100% using Skype or WhatsApp, so we are back to an issue with EE as the common factor.
IF I could get hold of a low/no cost SIM from A,N.Other phone company and my phone works wifi on THAT provider, then it has to be an EE issue.

As I say, tests will be done and records carefully kept.
Bear in mind that my Broadband guy has the exact same router as me, is on EE and has no issue with his phone from his home so swapping sims or him using my wifi should prove something.

As part of my broadband deal, he looks after my router settings, updates and my Yealink home phone system which is also VOIP, works perfectly and EE do not support the yealink system else I MIGHT have moved to EE for my broadband as well.

I am deeply frustrated because I would expect a log exists somewhere of my activity on the EE network, maybe.
I apologise for the rant. Currently, I am paying for a cellular service that doesn't work at my home, where I spend 99% of my time. I have lost hospital cancellations for an operation, lost business because my customers can't get through to me.

IF I bought my phone through EE, and paid many hundreds for it, they could swap the phone but as I bought direct from Samsung, who deny their hone is faulty for all the reasons I mentioned,

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Rick443361875 — Tue, 10 Dec 2024 21:10:53 GMT

STOP PRESS for all those still reading this.

My pal with an identical A14 came to visit, so I hooked him up on my wifi network and we, we verified that when our phones were locked, that is, gone to sleep, his phone would ring and mine went to voicemail.

So, we swapped SIM cards, hence we swapped numbers AND cellular networks, my pal being on O2.

Surprise surprise, the "fault" followed the SIM, and HIS phone, when my number was called, went to voicemail, and my phone, on O2 and a different number rang every time.

Proving the handset is NOT at fault (Having just shelled out for a new A33), and demonstrating that the SIM is responsible despite it being a replacement SIM to try to rectify the same fault in the early days.

I asked my EE guy if there was anything in my testing regime that I missed that would disprove my SIM hypothesis and he agreed that if the fault follows the SIM, especially across different providers, it's the SIM.
A new SIM is on its way and I have suggested all hell will break loose if the new SIM demonstrates the same "fault" as the old SIM, assuming the original replacement was a bit image of the original.

Does anyone know what part of a SIM would prevent the phone ringing when locked? Especiallywhen the "feature" is not accessible from the settings menu?
It seems a nonsence setting to me.
I shall try the new SIM when it arrives and report back.

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Rick443361875 — Sun, 15 Dec 2024 17:40:50 GMT

So, despite having a SIM replacement in the early days, and despite EE claiming it was a broadband issue as it was to do with WiFi calling, and despite resetting my phone to factory more than once, changing my router, my wifi node and touching just about every setting there is to change, and ignoring the rather unhelpful young lady who said "Have you trued changing your broadband supplier?" and ignoring the comment that I should send my phone away for repair ... It turned out to be the SIM all this time, the replacement SIM, mind, the one that was sent to me initially to try to cure the same problem, was the fault.

I am happy that the fault is now cured, though I did a lot of research myself to gradually isolate the issue to, initially, the handset, and later, to the SIM. I now ask the question that will never be answered, "What fault in a SIM diverts calls to voicemail when the phone locks AND the phone is set to WiFi calling and WiFi preferred?".

I would love to have the SIM examined by an EE mega tech. A person who knows the bits and bytes of the system forwards and backwards because if it happens once.......

Anyway.. SOLVED.

I thank all those here who offered their help and advice.

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

bristolian — Sun, 15 Dec 2024 18:08:16 GMT

I rather suspect it's nothing physically wrong with the SIM. But your account profile being re-provisioned onto the core network databases.

Loving your concept of the "mega-tech"!!

Re: Galaxy A15, diverts all incoming calls to voicemail when WkiFi calling is on.

Rick443361875 — Sun, 05 Jan 2025 20:23:04 GMT

well, I THOUGHT the issue was solved, but it lasted one incoming phone call.
So..
I purchased a Tesco PAYG card placing that in my A15 and fitted the SIM that prevents my incoming call from ringing, into a NEW A33 phone.
The issue is a combination of the A 15 and the EE sim.
Naturally, no one wants to hear this, but I have verified this to be absolutely true.
Put the EE sim BACK in my A15, and incoming calls go to voicemail.
It's so easily replicated, I have no doubt that there is an issue between the EE sim and the A15 that does NOT reveal itself with the A33 or with a Tesco PAYG card.

I see that this issue is being discussed on other forums with similar **bleep** covering statements my samsung and EE.