topic Re: Whatsapp calls not connecting (ringing) in Broadband

Whatsapp calls not connecting (ringing)

macgd016 — Wed, 03 Jan 2024 16:36:51 GMT

For a year or more I have found that if my mobile has been unused for, say an hour, it will either not ring at all or it will take a very long time to start ringing for incoming WhatsApp calls. However, if it does not ring and the caller gives up I get an immediate missed call notification.

This also happening on my wife's mobile as well which until recently have both been Motorola G8 plus phones.

I had thought that the problem might have been to do with the phones going into a deep sleep but I have recently acquired a Samsung S21 Ultra which is behaving the same way so this seems unlikely. In any case I previously did a factory reset on my Moto and only installed WhatsApp to no avail.

Another curiosity is that I have WhatsApp running on my desktop PC as well and it's quite common that the PC will ring for an incoming WhatsApp call but my phone next to it will be silent. But my wife has a separate WhatsApp account which is not on my PC

I had hoped that a change of phone would have resolved the problem so I am now leaning towards believing the problem may in some way be associated with the router. I've looked for settings that might have some bearing but can't see anything obvious so I wonder if one of the Team Players could please look onto this for me

Re: Whatsapp calls not connecting (ringing)

macgd016 — Wed, 03 Jan 2024 23:18:28 GMT

PS. This is probably not connected but I fairly frequently get both broadband and WiFi outages. The broadband will go down for just a minute or 2 and is quite frequent but I also lose the WiFi but less frequently.

Re: Whatsapp calls not connecting (ringing)

Anonymous — Thu, 04 Jan 2024 06:29:33 GMT

Morning,

Which router do you have please? (make and model)

Thanks

Michelle

Re: Whatsapp calls not connecting (ringing)

macgd016 — Thu, 04 Jan 2024 10:01:03 GMT

Good morning Michelle

It says its an EchoLife DG8041W Home Gateway

Re: Whatsapp calls not connecting (ringing)

Anonymous — Thu, 04 Jan 2024 10:06:51 GMT

Hi again,

Thank you for confirming. I've run a test on the line now which is clear. Would you like us to send a replacement router for testing purposes to rule this out? We would also send a router returns bag.

Thanks

Michelle

Re: Whatsapp calls not connecting (ringing)

macgd016 — Thu, 04 Jan 2024 10:14:40 GMT

Yes please Michelle, that would be a good idea. Do you happen to have a write up on how to backup and restore my router settings?

Re: Whatsapp calls not connecting (ringing)

Chris-TalkTalk — Thu, 04 Jan 2024 10:35:37 GMT

Hi macgd016,

Just to confirm, does this only happen when the device connected to the internet via your router? I take it that it doesn't happen if the device is connected to the mobile phone network?

Chris

Re: Whatsapp calls not connecting (ringing)

macgd016 — Thu, 04 Jan 2024 10:49:59 GMT

Correct

Re: Whatsapp calls not connecting (ringing)

Chris-TalkTalk — Thu, 04 Jan 2024 11:34:53 GMT

Could you switch the router off and leave it off for at least 30 minutes then switch back on and retest. Please let us know how you get on

Chris

Re: Whatsapp calls not connecting (ringing)

macgd016 — Thu, 04 Jan 2024 13:13:44 GMT

I've done that more times than I can remember Chris, I'm afraid it makes no difference 😁

Re: Whatsapp calls not connecting (ringing)

Chris-TalkTalk — Thu, 04 Jan 2024 13:15:38 GMT

OK, I'll order a router to test with

Chris

Re: Whatsapp calls not connecting (ringing)

macgd016 — Thu, 04 Jan 2024 13:18:35 GMT

Many thanks

Re: Whatsapp calls not connecting (ringing)

macgd016 — Thu, 04 Jan 2024 13:21:22 GMT

I dont suppose the new eero Pro will work with copper as its going to be some time before we get full fibre unfortunately

Re: Whatsapp calls not connecting (ringing)

Chris-TalkTalk — Thu, 04 Jan 2024 13:24:57 GMT

No problem. I don't know if the eero will work or not but we can only supply it to customers on our Full Fibre service

Chris

Re: Whatsapp calls not connecting (ringing)

macgd016 — Fri, 05 Jan 2024 11:58:32 GMT

My new router has arrived super fast many thanks. Can you please point me to where I can back up the configuration of my old router and import it back into the new one, I'm sure I have done this before but can quickly find where it is now 🤔

Re: Whatsapp calls not connecting (ringing)

macgd016 — Fri, 05 Jan 2024 12:00:27 GMT

Dont worry found it 🙄

Re: Whatsapp calls not connecting (ringing)

Chris-TalkTalk — Fri, 05 Jan 2024 12:02:44 GMT

OK, no problem.

Re: Whatsapp calls not connecting (ringing)

Wifiproblems — Fri, 05 Jan 2024 12:26:51 GMT

This has been going on sometime for me too - my phone doesn't ring when I have a whatsapp call. Has a reason been identified that can be fixed?

Re: Whatsapp calls not connecting (ringing)

Anonymous — Mon, 08 Jan 2024 06:39:37 GMT

Hi Wifiproblems,

I'm sorry to hear this. Please can you create your own topic and we can look into this further for you.

Thanks

Michelle

Re: Whatsapp calls not connecting (ringing)

macgd016 — Wed, 10 Jan 2024 17:41:37 GMT

Just an interim update.

As to whether the replacement router has elevated the problem the juries out but I do have some observations on the Sagamcom Fast 5364 I have been sent.

Firstly although it looks the same as the DG8041W it has a completely different UI so the config file I backed up cant be restored, this meant that I have needed to re-configure some port forwards and set my CCTV camera. Not a huge problem and easier than on the DG8041W but a bit of a chore all the same.

As for the router itself its a bit of a curates egg, my internet connection is about 10% faster than before, it seems to retain 5Ghz devices better than the DG8041W and automatically connects them back to 5Ghz if they move to 2.4Ghz and its seems likely that the 5Ghz signal is stronger within the house than the DG8041W which is all good.

However, the UI is a bit slow, has a tendency to lock up and it doesn't always show all of the devices that are connected. I'm also having issues with the 2.4Ghz channel which my CCTV camera is connected to, using CH11 it seems to drop the camera from time to time and wont reconnect it. I found a suggestion here that moving to CH6 might help which it did yesterday but the router then went back to CH11 overnight and lost the camera again, any thoughts on how to sort this?

I'll keep testing for now but I am hopeful 🤞