No Wifi calling

[Psmith099]

About 2 weeks ago totally lost wifi calling.  I have and iPhone 14 Pro, I live in a poor network area so rely on wifi calling.  Lost it around when I made that latest ios update but it may not be related.  I called my broadband and they say there’s no issue / restrictions.  I had a friend try there same phone as mine on my wifi and they can use wifi calling fine.

 We swapped sims and he can still use wifi calling with his sim on my phone however I still don’t have access on his phone so it’s not a phone issue.  Been speaking to ee for 2 weeks and they don’t know how to fix it.  I have done everything they have said, reboot, factory reset, reinstall network nothing has resolved the issue.  Went to my parents house and can’t access wifi calling there either so has to be isolated to EE, I have no option but will have to leave EE for another provider - anyone else have the same issue ? 

[Chris_B · Accepted solution]

@Psmith099   You need to request a replacement sim.    You can do this by going to a EE store with in date photo ID or you can call customer support. 

[Dorsetrebel]

I have had no WiFi calling all day today and on and off for the past few days. Without it I can’t use my iPhone 14 Pro because where I live there is no signal. So I can’t phone anybody. My EE app has stopped working. I have an eSIM. My nearest EE shop is ten miles away. Last time I had this problem it eventually corrected itself without me having to do anything to my phone, so what makes you think it is a SIM problem?

[Chris_B]

@Dorsetrebel  my reply wasn’t to you so isn’t applicable to you.   

[Peter_W]

Welcome back to the Community, @Dorsetrebel 

A good way to check if this is a SIM issue would be whether your SIM starts to work again when in an area with signal.

If you're getting a signal elsewhere, but can't use WiFi Calling, it's likely not the SIM that is causing this.

There is a feature required on your account at our end for this to work though, so if you continue to struggle I'd recommend giving us a call, and we can investigate further from there.

Peter

[Dorsetrebel]

SIM works fine when I travel to somewhere with a signal.

My WiFi Calling comes and goes.  It wasn't working last night, then it was working this morning but gone by lunchtime.  I had this problem a few months ago until EE sorted it out. Not a problem with my SIM. The phone is able to connect to WiFi but without WiFi calling I can't make calls.

I also have an O2 iPhone, belt and braces.  It's WiFi calling has never had a problem so it's not my router.

[Peter_W]

@Dorsetrebel Depending on your phone model, it may be possible to change the network setting to 'WiFi preferred' or something similar. 

Sometimes handsets will look to prioritise a weak 4G signal over WiFi, so this could be having an impact if there's weak signal about.

Peter

[Dorsetrebel]

When indoors at home, where there is no signal, I have my iPhone 14 Pro set to Airplane Mode. This means that it is not looking for a signal. I do this to preserve the battery otherwise the phone will keep looking for the signal that does not exist. The no WiFi calling problem  is a recent problem. Last time it kept happening EE tried to blame it on Starlink  users. Although I live in a rural location, I’ve had fibre to the house provided by Wessex Internet since September 2019. I’ve never used Starlink.

[Peter_W]

@Dorsetrebel From what you've described here, this should definitely be investigated as a separate issue.

If you give us another call, they'll be able to run through all the relevant checks at our end, and raise things further from there if needs be.

Peter