Smart Number wifi calls not working from iPod Touch

[Nawaaz]

Good morning, I have just transferred to EE to be able to use the Smart Number functionality that EE offers with Apple products. Both ‘calls on other devices’ and ‘wi-fi calling’ are enabled. However I can only receive calls on my ipod touch, not make them. Both my iphone 7 and ipod touch 5th gen have the latest software and I have tried resetting the network settings. Could a tech please try resetting the network/wifi settings from your end? Thank you

[Chris_B]

@Nawaaz   You are using WiFi just to check?    Have a read of THIS because this is an Apple feature that EE supports but EE call it a different name. 

just to check did you migrate your number from a different network?  Is that number correct when you look on the iPhone in Settings>Phone ?  

[Nawaaz]

Hi Chris, thanks for your reply. Yes I am using Wi-fi, and I am in the process of transferring my number, however the number in my settings is correct. I have followed all the steps in the link you provided. As I said I can only receive calls and only when my primary device (iPhone 7) is switched on. Similar existing threads state that the issue was solved by a tech resetting network/wi-fi settings from EE’s end. I also would prefer not to call 150 as I have read elsewhere that this feature is not well understood by all customer support.

[Chris_B]

@Nawaaz  If your number is transferring still it will not work.  The number in settings is the number that’s on the sim currently you can not change this to your number to make it work.   You’ll have to wait till your number has transferred across.   

[Nawaaz]

I'm sorry, I think you misunderstood me. The number in settings is set to the temporary EE number that is on the sim, not the number that will be transferred. I have just confirmed with customer services that the number is being transferred on the 29th December, therefore there is no reason why it shouldn't be working with my temporary EE number until then. 

[Leanne_T]

Hi @Nawaaz

Thanks for coming to the community.

Have you been in touch with our Tech Gurus on 150 since you posted?

Thanks 🙂

Leanne.

[Nawaaz]

Yes I have, however this has still not been resolved- can you please chase this up or refer me to a Level 2 Tech? Thank you

[Chris_B]

@Nawaaz   That’s not possible from here this isn’t customer services and there is no access to your account from here so nothing can be done from here.    This is also a Apple feature that EE supports but calls a different name.   As per my link in the above post.