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]

Thanks James

just to make sure I’ve understood (it can take a while…), it appears the handset is WiFi compatible, but WiFi calling is not possible through WiFi from a router attached to an external antennae?

it wouldn’t matter which phone (handset) I bought, it wouldn’t work?

Thank you 

[James_B]

Hi @FernyFern,

No, there's no reason why a compatible phone shouldn't work over your WiFi connection.

If possible, I'd recommend testing with a friend or family member's phone that is known to be compatible with EE WiFi Calling.

James

[FernyFern]

OK, thank you 
I’m told the phone (handset) is compatible, the SIM is directly from an EE shop and there’s no reason it shouldn’t work if WiFi calling works at all.  I’ll try and find somebody else and see what happens

[James_B]

Was the handset purchased direct from EE @FernyFern?

James

[FernyFern]

Not sure.  The previous one (that the sim came with) definitely did, can’t remember for this one.  I’m reluctant to buy a new phone for it not to work either

[James_B]

If it was purchased from another network, it may not be compatible with EE WiFi Calling.

It's worth testing with another phone before purchasing a new one @FernyFern

Please keep us updated.

James

[FernyFern]

It definitely wasn’t bought through another network

I was hoping somebody could tell me definitively whether WiFi calling through a router with an EE sim connected to an external antennae should work, as that seems to be the most likely failing 

[James_B]

There's no reason why it shouldn't work over your mobile broadband router @FernyFern

Another test you could carry out is to try WiFi Calling on a different WiFi network. If you have mobile coverage, you can force the phone to use WiFi Calling by enabling airplane mode, then turning WiFi back on.

Hope this helps.

James

[FernyFern]

Thanks, I’ll give that a go and also see if I can find someone else to test it here

Appreciate your patience

[James_B]

No problem @FernyFern 🙂

James