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

[Rick443361875]

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.

[Northerner]

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 

[bristolian]

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

[Peter_W]

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

[Rick443361875]

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...

[Rick443361875]

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...

[Rick443361875]

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...

[Rick443361875]

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

[Rick443361875]

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??

[Christopher_G]

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