topic Re: WhatsApp Voice/Video Calls fail to connect? in Broadband

WhatsApp Voice/Video Calls fail to connect?

PJRanson — Thu, 12 May 2022 16:29:05 GMT

Hi,

Making Video/Voice calls on both our Google Pixel 4s phones running the latest Android OS have stopped working with our TalkTalk router settings.

This started happening a few weeks ago - nothing has changed as far as I know with regards to the the Router settings - I’ve not been ‘under the hood’ to have triggered something erroneous, so I can only assume it’s something that’s happened via some update or other to the router?

I can use WhatsApp to make voice/video calls when not connected to my wifi network. I can also make voice/video calls whilst connected to my friends (talktalk) wifi, so I know it’s not the device that is having the issue but my specific router?

(I’ve just checked also - using WhatsApp on my Mac that doesn’t make video/voice calls neither when it used to)

I understand from other threads similar to this that this has been solved via a new router?- which seems a bit hardcore of a solution, are there not any settings on the router that can be tweaked first?

Cheers

Peter.

Re: WhatsApp Voice/Video Calls fail to connect?

PJRanson — Thu, 12 May 2022 16:34:06 GMT

I should add - Speediest by ookla is not working neither?

Re: WhatsApp Voice/Video Calls fail to connect?

Skynet_TX — Thu, 12 May 2022 20:07:09 GMT

Hi @PJRanson,

What model of router do you have ?

For one of the TalkTalk Support Team on this community to be able to look into this you will need to update your community profile to include your name, landline telephone number that your TalkTalk service is provided on & an alternative contact number. This will allow them to identify you, and they will then be able to help.

Don't post any personal details in this thread, just add them to your community profile (only you and the TalkTalk Support Team on this community can see your profile details).

Then they will hopefully be able to respond to this post tomorrow.

Re: WhatsApp Voice/Video Calls fail to connect?

PJRanson — Thu, 12 May 2022 21:03:06 GMT

I'm not sure.

The device label has the following;

FAST 5364-3.T8

Manufactured by Sagemcoм

Does that help?

Re: WhatsApp Voice/Video Calls fail to connect?

Skynet_TX — Thu, 12 May 2022 22:52:12 GMT

Yep, you have the Sagemcom Wi-Fi Hub, there have been some firmware updates being pushed out recently that have caused issues similar to the ones you are reporting. The support team here should be able to take a look at this tomorrow as long as you complete your community profile as mentioned in my first reply.

Re: WhatsApp Voice/Video Calls fail to connect?

PJRanson — Fri, 13 May 2022 05:27:14 GMT

Kthnx. I believe I've done that now.

🫡

Re: WhatsApp Voice/Video Calls fail to connect?

Anonymous — Fri, 13 May 2022 07:23:16 GMT

Morning,

Can I just confirm, have you tried factory resetting the router and then re-setting this up again?

Thanks

Re: WhatsApp Voice/Video Calls fail to connect?

PJRanson — Fri, 13 May 2022 07:34:36 GMT

I've not touched it at all. I will perform this action now and let you know what happens.

Thanks.

Re: WhatsApp Voice/Video Calls fail to connect?

Anonymous — Fri, 13 May 2022 07:56:36 GMT

Hi,

Great, thank you 🙂

Thanks

Re: WhatsApp Voice/Video Calls fail to connect?

PJRanson — Fri, 13 May 2022 09:42:21 GMT

K. A factory Reset seems to have fixed the issue... I’m assuming that the firmware update was an automatic update and is likely to occur again...? Is there a way to turn that off and/or is it recommended to turn it off?

Re: WhatsApp Voice/Video Calls fail to connect?

Debbie-TalkTalk — Fri, 13 May 2022 09:54:15 GMT

Hi PJRanson

Thanks for your reply.

You shouldn't need to reset the router after every firmware update, apologies for this.

Your firmware is now the current version and should remain on this until the next version is available (this wont be for a while yet)