topic Re: Wifi calling suddenly stopped working on return from holiday. in Broadband & Landline

Wifi calling suddenly stopped working on return from holiday.

Nath1978 — Tue, 13 May 2025 20:51:17 GMT

Mobile signal is poor where we live, so we normally use Wifi calling. However, it just stopped working. EE call centre are adament its not a router issue, but i'm not convinced.

Its the same problem on 3 iphones and 2 android phone (Samsung & Google), these are all on EE, but on 2 separate contracts. When you put phone in flight mode and connect to the wifi, you can use the internet fine. When you try and make a phone call, its just says there is no wifi connection.

We keep missing calls from people as signal is so poor.

Wifi calling works ok on all phones on other peoples wifi networks, so its not the phones.

In my view its either, wifi router, router setting or fibre connection box, which was repaired recently as we had zero wifi when returning from holiday.

Re: Wifi calling suddenly stopped working on return from holiday.

JimM11 — Tue, 13 May 2025 21:02:14 GMT

@Nath1978 Has happened before that the wi-fi calling just quit operation on all phones, there was nothing that could be done, took about 4 day's and all started working again. All you can do is report to EE CS, as to whether they take it serious is another question.👍

Re: Wifi calling suddenly stopped working on return from holiday.

XRaySpeX — Tue, 13 May 2025 21:03:21 GMT

Who is your BB with?

Re: Wifi calling suddenly stopped working on return from holiday.

Nath1978 — Tue, 13 May 2025 21:23:16 GMT

Re: Wifi calling suddenly stopped working on return from holiday.

Mustrum — Tue, 13 May 2025 21:31:01 GMT

@Nath1978 have you reset./rebooted the router?

Re: Wifi calling suddenly stopped working on return from holiday.

XRaySpeX — Tue, 13 May 2025 21:31:31 GMT

What is the name of the EE BB plan are you on including its speed? Which EE router & WiFi extenders, if any, do you have (read label or post a pix)?

Re: Wifi calling suddenly stopped working on return from holiday.

bristolian — Tue, 13 May 2025 21:40:58 GMT

Certainly sounds router-specific to me. Has the router been restarted between VoWiFi last working, and it not now working?

Re: Wifi calling suddenly stopped working on return from holiday.

Nath1978 — Tue, 13 May 2025 21:52:16 GMT

Router has been restarted & reset. Phones have been rebooted, and WiFi
network removed and re-connected

Re: Wifi calling suddenly stopped working on return from holiday.

Nath1978 — Tue, 13 May 2025 21:54:16 GMT

EE Fibre essentials 500.
EE Smart Hub plus router

Re: Wifi calling suddenly stopped working on return from holiday.

Nath1978 — Fri, 16 May 2025 09:42:08 GMT

so just to update, we have replaced the Smart Hub and this didn't make any difference. I am being passed to Mobile support from Broadband support. Its not a handset issue (same on Android & Apple) and phones are on 2 separate accounts (1 business, 4 on home contract). If its a mobile issue, it must be a mast problem.

Re: Wifi calling suddenly stopped working on return from holiday.

Sofaslug — Fri, 16 May 2025 09:51:37 GMT

I currently have a similar issue. Wifi calls are terrible (keep sounding garbled).

I've been liaising with EECC since November last year. Have replaced/reset everything you can imagine. Still have same problem.

Mobile team suggested that there is an issue where both router and phone (being smart devices) are changing frequencies by themselves to find the best channel and this is causing the issue. Specifically on 6E network.

Im now considering upgrading my phone to sokehtug capable of using the WiFi 7 network to see if this resolves my issue. Good luck.

Re: Wifi calling suddenly stopped working on return from holiday.

JimM11 — Fri, 16 May 2025 09:55:56 GMT

@Nath1978 Cannot see what wi-fi calling via your EE wireless wi-fi router has to do with a mast!

Re: Wifi calling suddenly stopped working on return from holiday.

Nath1978 — Fri, 16 May 2025 09:56:24 GMT

just to update, EE have replaced the Smart Hub and this didn't make any difference. I am being passed to Mobile support from Broadband support. Its not a handset issue (same on Android & Apple) and phones are on 2 separate accounts (1 business, 4 on home contract). If its a mobile issue, it must be a mast problem.

Re: Wifi calling suddenly stopped working on return from holiday.

Sofaslug — Fri, 16 May 2025 10:00:17 GMT

You mentioned you had Airplane mode on? Assuming you have switched this off for WiFi calling?

Re: Wifi calling suddenly stopped working on return from holiday.

JimM11 — Fri, 16 May 2025 10:11:08 GMT

@Nath1978 Both from the help link.

Using WiFi Calling | Mobile Help | EE

Setting up WiFi Calling | Mobile Help | EE

Re: Wifi calling suddenly stopped working on return from holiday.

bristolian — Fri, 16 May 2025 10:15:32 GMT

@Nath1978 wrote:

If its a mobile issue, it must be a mast problem.

It won't have anything to do with any "mast" as you describe. The very basic structure of calling is...

Phone <---> Radio access layer <---> Backhaul <---> Core network >>> Onward routing

The phone & core network isn't changing. For a VoLTE/2G call, the radio access layer is your serving site/sectore & the backhaul is whatever connection that network site has - fibre, MW or a combination. For a VoWiFi call, the radio access layer is the wireless connection to your router, and the backhaul is IP to the VoWiFi gateway,

This is also how the handover between VoWiFi & VoLTE is enabled. It's primarily the lack of network signal that forces a WiFi-connection to be used.

@Sofaslug wrote:

Mobile team suggested that there is an issue where both router and phone (being smart devices) are changing frequencies by themselves to find the best channel and this is causing the issue. Specifically on 6E network.

Not impossible, but I'd expect all wireless connections to be affected - not just specific ones. This does has the ring of a well-intentioned CS bod not being fully aware of the technical background. The channel selection would affect the router > device connection, rather than what services/routing you use over the onward internet connection.

Re: Wifi calling suddenly stopped working on return from holiday.

Sofaslug — Fri, 16 May 2025 10:28:48 GMT

Hi - Thank you for proving our guess work as incorrect. Do you have a solution for either of us? Thanks.

Re: Wifi calling suddenly stopped working on return from holiday.

Nath1978 — Fri, 16 May 2025 10:37:22 GMT

Wifi calling used to work in airplane mode. I was advised by EE Business some years ago to do this to get a better conection on iPhone calls. Up until before Easter, if I put my phone is flight mode and connected to wifi, then wifi calling worked perfectly. But since then we have had the modem changed for broadband total loss and new smart hub to try and fix wifi calling issue.

If my phone is not in airplane mode and I have wifi-calling enabled, we cannot recieve mobile calls at home. we just get a text message to say you have a missed call. If we go somewhere else and connect to the wifi, then wifi calling works ok.

Re: Wifi calling suddenly stopped working on return from holiday.

Nath1978 — Fri, 16 May 2025 10:40:56 GMT

everything worked ok before Easter. we went on holiday and came back to no wifi at all (modem replaced by Openreach). And no wifi calling. Hub replaced, network settings checked, reset, rebooted.

EE broadand support in ireland had no clue what the purpose was of wifi calling.

EE mobile support very helpful, and escalating the issue, but not sure its a mobile issue.

Re: Wifi calling suddenly stopped working on return from holiday.

Leanne_T — Sat, 17 May 2025 07:03:51 GMT

Hi there @Nath1978

Thanks for coming back to us with an update.

Please let us know how you get on following the investigation once the team get in touch with an update.

Leanne.