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Wifi calling suddenly stopped working on return from holiday.

Nath1978
Investigator
Investigator

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. 

25 REPLIES 25
Sofaslug
Valued Contributor
Valued Contributor

Hi Leanne

This appears to be a common theme for a lot of customers where wifi calling is not functioning as expected?

 

Is EE looking into this for us all?

Thank you

Leanne_T
EE Community Support Team

Hi there @Sofaslug 

Thanks for coming here 🙂

If you're experiencing problems with WiFi Calling, this would need to be reported by giving us a call on 150. When you call the team can run troubleshooting and if needed raise a support ticket, or add your details to any existing ticket, so this can be fully investigated by the support team. 

Leanne. 

I reported to to broadband help desk and twice they handed me to mobile team even though I told them that WiFi calling works on the phones on other people's WiFi. I finally got one of the broadband helpline team to book me an Openreach appointment, after they sent me a new Smart Hub and that didn't fix it. 

 

Leanne_T
EE Community Support Team

Morning @Nath1978 

Thanks for coming back to us with an update. If this is only happening on your broadband WiFi network, this would need to be investigated by the broadband team. Please let us know how you get on when the engineer has been. 

Leanne. 

We had a BT engineer come out. He swapped our EE Smart Hub to a BT Smart Hub. Problem is now resolved. 

Michael_D
EE Community Support Team

Thanks for coming back to let us know @Nath1978.

I'm glad to hear it is all sorted.

Michael