Wifi Calling not working

[dannyw13]

Hi All

any chance someone can check my router, cant get wifi calling to enable on any phone in the house, i have seen it could be a simple setting in the router that needs changing

Thanks in advance

Dan

[Debbie-TalkTalk]

Hi Dan @dannyw13 

I'm really sorry to be a pain. Our Devices Team have asked if they can do one more test.

They have asked if you can toggle to flight mode on your device and then try WIFI calling again today? (and let us know if the same issue still happens, date and time) Please ensure you are connected to the WIFI extender at this time too.

[Debbie-TalkTalk]

No problem 🙂

[dannyw13]

Brilliant thanks Debbie 😊

[Debbie-TalkTalk]

Hi Dan

Yes it should be the V2 extender 🙂

[dannyw13]

Brilliant thanks Debbie 

Will this be v2 extender?

Thanks 

Dan

[Debbie-TalkTalk]

Thanks Dan @dannyw13 

The replacement is on its way now, please allow 48hrs for this to arrive.

There should also be a returns bag for your current extender too. Please let me know how you get on.

Thanks again.

Debbie

[dannyw13]

Morning Debbie 

That would be great, do you need me to send the existing one back? 

Thanks 

Dan

[Debbie-TalkTalk]

Morning Dan @dannyw13 

Our Devices Manager has advised that they have been unable to replicate this fault in their labs using the same equipment.

Would you like me to send replacement WIFI extenders so we can rule out a fault with your current one?

[dannyw13]

Morning Debbie

SSID from the booster is identical to the main router used WPS to link them

WiFi calling appears when downstairs and wifi connected to the router, only when I go upstairs and my phone is connected to the booster it will disappear

Tested a wifi call yesterday and worked OK (downstairs connected to router)

Thanks 

Dan

[Debbie-TalkTalk]

@dannyw13 I think the team are just trying to get a better understanding of your current set up.

[Debbie-TalkTalk]

Morning @dannyw13 

Some more questions from our Devices Team:

Have you have changed the SSID's on the router? 

If they are running extenders, could they remove the extenders and just use the Hub with v1 and attempt a Wi-Fi Call?

[dannyw13]

Thanks Debbie

[Debbie-TalkTalk]

Thanks Dan @dannyw13 

I will pass this onto the team now.

[dannyw13]

Hi Debbie

For me I can tell by wifi 6 connection on the booster, the main talktalk router does not have wifi 6, you can change the wifi name for the extender also to distinguish which is what

Thanks 

Dan 

[Debbie-TalkTalk]

Hi @dannyw13 

The Devices Team are trying to replicate this fault in the labs.

Question from the team - how does the customer know their device is connected to the Wi-Fi booster at the time of making Wi-Fi call?

[Debbie-TalkTalk]

Thanks @dannyw13 

I've sent all this information over to our Devices Manager and I will let you know as soon as they come back to me.

Debbie

[dannyw13]

Using a Galaxy Z Fold 3, wifi calling works at other locations just not at home here

Thanks 

Dan

[dannyw13]

Hi Debbie 

PM sent with serial number 

Thanks 

Dan

[Debbie-TalkTalk]

Hi @dannyw13 

Can you also confirm which mobile device you are using? (make and model)

[Debbie-TalkTalk]

Hi @dannyw13 

Please can you send me a Private Message with the serial number from the WIFI extender?