WiFi Calling not working on Huawei

[Bobertk]

I've just moved to EE.

EE is the only provider that has coverage on the area I now live. However coverage is limited to outdoors. I therefore need WiFi calling to work for indoor calls but it isn't. It was working fine with my previous provider. What is the solution. Thanks in advance.

[bristolian]

Hi @Bobertk 

Welcome to the EE community

Is your current phone, one that was supplied by EE? Or did you bring it from your previous operator? EE can only guarantee WiFi-calling on devices directly supplied, although SIM-free phones will often work.

Does your phone show "VoLTE" next to your signal bars when in mobile coverage? This signifies 4G-calling, and support for VoLTE is often hand-in-hand with VoWIFI (WiFi-calling).

Does your device show any mobile coverage when indoors?

[Bobertk]

Hi @bristolian 

Thanks for your reply.

The phone was purchased independently as I'm on a SIM only contract.

VoLTE isn't displayed.

There's no mobile coverage indoors, the phone shows 'NO SERVICE'.

WiFi calling is enabled on the phone, if I try to make a call I get the message 'cellular network not available, connect to WiFi network to make a call'.

WiFi calling was working well 2 days ago with the previous provider but I had no outdoor coverage now the situation is reversed which is worse.

Hoping for a solution.

[Jon_K]

Hi @Bobertk.

Welcome to the community,

I'd recommend getting in touch with our Customer Care team about this.

They will be able to check your account and make sure WiFi Calling is fully set up, and run through troubleshooting steps with you.

Jon

[Bobertk]

Thanks @Jon_K  I'll give them a try. 

[Bobertk]

I've had a long chat with the customer care team (several hours and three team members). After lots of tests and attempts at correcting the problem it has eventually been discovered that there is a known problem affecting a number of customers that the engineers are trying to resolve. I have to wait for them to find a solution. I'll keep you informed.

[portlanders]

I got the same problem on a Z Flip3, and was told the same, that problem lies within new sim cards. 
Was told problem has been apparent since 10th Sept, and still not resolution has been implemented. That's 2 weeks bar a day. Hopefully they will have a fix soon, as without wifi calling i can't use the phone at home. 

[Bobertk]

Yes it's frustrating. I have a hit and miss signal outdoors, but none at all indoors, so, like you I need WiFi calling to make calls.

I was told that they are working to get a solution but wasn't given any likely timescale.

Hopefully it'll be soon.

[Bobertk · Accepted solution]

Update on this post.

I contacted customer care. They tried all sorts, changing my account settings etc, but initially couldn't solve the problem. However, I was eventuallyput through to one of EE's tech gurus. He discovered that there was a known issue that was being worked on and suggested that I hold tight as solution should be found soon. Within a week WiFi calling started working and is still working perfectly. So, I would highly recommend getting in touch with customer care if you have a similar problem, they were helpful and very tenacious.