Wifi calling problem

[Miken2803]

I recently updated my broadband to EE from BT. The Broadband works fine but WiFi calling has a problem. Even calling the 150 helpline I get gaps in connection. It's every 4 seconds a 2 second gaps. I can't get a mobile signal in my house so rely on WiFi calling. It makes conversation almost impossible. Anyone know a solution? 

[Michael_D]

Hi @Miken2803 

Thanks for coming to the community.

I know how frustrating it is when your calls aren't working as expected.

I have a few questions to start with that can help to get this working, and identify where to go next if it doesn't.

Does this happen on every call? 

If not, is it better when closer to the router?

Which phone(s) are you using?

Is the software up to date on the devices?

Have you tried to restart the router and the devices to see if there is any improvement?

Michael

[bristolian]

Do you get no mobile coverage in your home, or just very weak coverage - perhaps in certain places?

A call to 150 is no different to any other call, so that won't make any difference. Do you get more audio dropouts if you're moving around your home, compared with being static in one place?

[Miken2803]

It happens every call. Doesn't matter how close to the router or any
extender.
I have a Samsung S25 Ultra and it's updated.

Mike Nugent

[Miken2803]

No mobile coverage in the house at all. Moving or static makes no difference 

[bristolian]

FYI you have a short time after posting to edit, negating the need for multiple short replies.

You look to have ruled out an in-call handover symptom, which was my suspicion. EE broadband is not my speciality, but my next focus would be the router. Rule it in or out by testing WiFi-calling on other wireless networks. Are you using the same router as with BT?

And is your phone an Android or Apple? Many Android's have an option to set mobile-preferred/WiFi-preferred which would be something else to rule out.

Are these audio dropouts consistently every 4 seconds regardless of all else?

[Miken2803]

It's a brand new EE router and EE extenders. The drop out is very consistent, although the times are not exact. It's almost 2 seconds every almost 4 seconds. I have the phone set to WiFi preferred 

[bristolian]

I think that's all the radio-network possibilities ruled out then. Next step is the router, that's not my area of expertise... (I'm not with EE broadband, and I also use my own better-quality router separately from the ISP-freebie)

[Peter_W]

Hey @Miken2803.

Just to be sure, in your setting for WiFi Calling, does this show 'WiFi Preferred' or 'Mobile Network preferred'?

You can find out more details on how to check this here:

How to activate Wi-Fi Calling on a Galaxy smartphone | Samsung UK

Just for the sake of interest too, have you tried disabling your extenders and using this with the EE Hub exclusively to see if the same issue persists?

Peter