WiFi calling

[FernyFern]

Hi

We recently moved to an area with minuscule mobile reception, but the previous occupants had mobile 4G.  EE couldn’t supply a suitable router, so we got one through a broadband specialist that incidentally has an EE sim.  WiFi calling doesn’t work.  Not sure whether it’s the handsets (I’ve got a Motorola moto G7 power, himself has a spanking new Motorola something with lots of memory), that we’re on PAYG, that there’s an extender on the WiFi, that the provider is different even though the sim is EE.  I’ve called customer services but they were unable to help and suggested I went to an EE shop (standing in a snowdrift nearly a mile away where there’s a signal)

Wifi calling is turned on.  I’m reluctant to buy a new handset  if it’s not going to fix the issue.  Can’t find the list of WiFi calling compatible handsets on the website and am really unsure of what to do.

Will be very grateful indeed for helpful suggestions
Thank you

[FernyFern]

Tried calling EE about which handsets supported WiFi calling, and they were unable to confirm it and suggested going into one of the shops

[Christopher_G]

Hi @FernyFern

Welcome to the community.

I can confirm that Motorola Moto G7 Power devices bought directly from EE are WiFi and 4G calling compatible. We cannot guarantee that this will work with devices not bought directly from us.

Were the customer service team able to confirm that WiFi calling is set up on the SIM card?

Chris

[Christopher_G]

Hi @FernyFern

I've replied to your other post about this. Please have a look and get back to me.

Thanks 🙂

Chris

[FernyFern]

Hi Chris 

That’s helpful, thank you.  The phone wasn’t bought from EE.  I’ll nip in to the shop and ask if they’re able to check the sim and see if that helps 

Cheers

[Christopher_G]

OK, keep us posted on what happens, @FernyFern.

Chris

[FernyFern]

Hi

The local EE shop have been very helpful, but we don’t have an explanation or solution.
They have two main possibilities: WiFi calling is not possible on PAYG, although they think this changed recently, or it won’t work on wifi from a 4G antennae as it thinks it’s a mobile signal.
the theory behind the antennae thing is that it’s connected to a TP Links router with an EE sim card in it and WiFi calling will only work (possibly) on a router connected to a landline.  We tried this at the shop, but as there’s a mobile signal it defaults to that.  It would only be possible to test this if we can find a place without a mobile signal that has a WiFi router connected to a landline

WhatsApp and Messenger calling work as they use VOIP.  Unfortunately the bloke allegedly coming to look at the boiler phones and leaves voicemails that we may get three days later

They assure me that a call to emergency services (it’s my main worry) would be ok as it uses radio signal.  Wouldn’t like to test that as we only get radio stations through the internet.

If anyone has further thoughts or suggestions, it’s appreciated 
Thank you

[James_B]

Hi @FernyFern,

I can confirm that you can use WiFi Calling on pay as you go and it should work on most WiFi networks.

It's interesting that your router can pick up a signal, but not your phone. It could be that you phone doesn't support EE WiFi or 4G Calling. Do you have a access to another phone you could test your SIM in?

Calls to the emergency services don't use radio, but can be made over any mobile network provider with signal in the area.

James

[FernyFern]

Thanks @James_B

4G WiFi where there’s a poor signal works by the antennae enhancing the
poor signal. Here it’s by about 5 times. This gives sufficient signal to
enable WiFi through a router attached to a SIM card. Satellite WiFi works
in a similar way. The mobile signal is insufficient to make a call but we
get around 35 MPS WiFi via the router
Hope this clarifies
Cheers

[James_B]

Thanks @FernyFern, I should have asked if you were using an external antenna.

This does point to your phone not being compatible with EE WiFi Calling.

James