Motorola Razr 60 Ultra WiFi Calling issue

[IAM6]

Hi all,

I'm having WiFi calling issues with Moto Razr 60 ultra where people can hear me on the call but I can't hear them. My brother's phone is able to connect to WiFi calling and he's on EE as well. Also my mum's phone is able to connect and she also is on EE. I rang EE technical support who refreshed connection on EE end and also told me reset the phones network settings which made no difference. 

I've ruled it out being weak WiFi signal as rebooted router and used a WiFi analyser to determine any interference. 

I have EE broadband 900mb which is exceptional.

So everything is leading me to suspect it's the phone at fault. Has anyone else had similar problems 

Thanks in advance any help would be much appreciated 👍 🙂

[Michael_D]

Hi @IAM6 

Welcome to the community.

It certainly sounds like it may be something on the phone if other devices are working on WiFi Calling on the same connection.

How are the calls when not on WiFi Calling, even if you are in another area?

Have you been able to try on different WiFi connections?

It may be worth speaking to our tech guides again so they can look into this further, and if it is found to be the phone, run through options for getting the phone looked at.

Michael

[bristolian]

Two factors jump out to me, as not having been ruled out.

Try 2way SIM-swaps - put the working SIM in a non-working phone, and test-call - what result? Put a non-working SIM in a working phone - what result? This rules in/out an account issue, although I would be very surprised.

Rule out an  issue with the specific WiFi-router by testing on a different one. Other phones working on this one probably already proves this, but put it to bed comprehensively.

WiFi-calling & VoLTE use the same core-network elements, with just the radio-element being different. There are network-end investigations that can be done, if necessary.

[Northerner]

Hi @IAM6 

Try clearing you phone app cache/data under apps. 

If you're receiving calls then the service is working and this software related. Seems to be common (moto) issue if you search Google. 

Also try deactivating the service, restarting and then activating again. 

Thanks 

[IAM6]

Hi all,

Thank you everyone for your quick replies. I managed to get it working at a friend's house flawlessly but it just doesn't work at my home. Like I said tried rebooting router and resetting it but still can't get it working. I'm ringing EE technical support I'll let you know how I get on.

Thanks again 👍 

[IAM6]

Hi all,

Managed to finally get it sorted I was passed to one of the broadband tech guides who did a reset and it working like clockwork now. I don't know why my resets didn't work. Thanks to everyone for your help much appreciated 👍.

[Michael_D]

Thanks for keeping us updated @IAM6. I'm glad to hear it is sorted.

Michael

[bristolian]

---

@IAM6 wrote:

I was passed to one of the broadband tech guides who did a reset and it working like clockwork now.

---

I'm happy to be corrected here if anyone has specific router knowledge, but I have grave doubts that any reset done by a CS bod is any different to what would be achieved by a hard reset of the router.

I rather suspect it was sheer fluke that one reset resolved the issue, where other resets hadn't. The outcome is the main thing, of course.

[IAM6]

Hi all,

Spoke too soon it's not working again really frustrating. I've got a ok mobile signal but it isn't always consistent. The things below have now been ruled out.

• Router strong signal barely any interference live in a semi detached house and nothing but allotments on other side. Been reset now many times I'm not messing with again cause I've got security cameras which knocked off.
• Phone works on my friends, 2 houses WiFi calling works but Vodafone & Zen also my mum's phone & brother's phone work both on EE. I've even gone to trouble off getting my old android phone transfering everything and resetting the phone. Old phone doesn't support WiFi calling unfortunately or esim.

Spoke to an EE guide only gave me some trouble shooting steps which involve making notes about where I was what number I called to which  is pointless. I told him i don't issues anywhere else but at home. 

Anything else I could try other than binning EE.

[Linzi_H · Accepted solution]

I'm disappointed to hear the issue has come back again @IAM6 

Our technical support team will often request a specific number of examples within a set timeframe. They do this so they can log everything correctly and then use these for further investigation into what could be causing this to happen.

I would suggest collating what the team has asked for and giving us a call back for the best advice.

Linzi