FAST 5364-3.T8 no longer enables Wifi-calling on Android mobile phone

[Alpacaman]

I have a Sagemcom FAST 5364-3.T8 router, but it has the same software version SG4K100202 as others have reported this problem with.

All 3 of our phones are Motorola:

Moto G6+  Android 9

Moto G54  Android 14

Moto G8  Android 11

The phones work ok for wifi-calling on a friend's non-Talktalk router.

A friend's iphone works ok for wifi-calling on our router. 

We live in an area with no mobile signal, and rely on wifi-calling and don't have a spare router to try. I have read in another post that a live chat has resulted in the firmware being rolled back on their router, so I will try a live chat

[Chris-TalkTalk]

Hi Alpacaman,

Thanks, but if you are going to be away it's probably best if we leave it for the time being but thanks anyway 🙂

Chris

[Alpacaman]

hi Karl,

if we can do the test on Friday 4th then fine, but I am away for the next week so won't be using our router. I am unavailable 10.30 to 12.30 on Friday but can do any other time. Pete

[Karl-TalkTalk]

Hi @Alpacaman 

We have made some changes to the firmware to resolve the Wi-Fi calling issue - would you be willing to test for us ?

Thanks  

Karl. 

[Michelle-TalkTalk]

Good morning,

I'm glad to hear this and thanks for confirming 🙂

Thanks

Michelle

[Alpacaman]

Thank you, it is working now (16.30)

[Karl-TalkTalk]

Hi

Firmware has been rolled back, let me know if Wi-Fi calling is now working for you.

Thanks  

Karl. 

[Karl-TalkTalk]

You're Welcome 🙂

Regards 

Karl 

[Alpacaman]

We can do phone calls on Whatsapp. I look forward to the rollback. Thank you. 

[Karl-TalkTalk]

Hi

Our devices team have confirmed they are going to rollback the firmware shortly.

If you do use Whatsapp, can you confirm if whatsapp calls work as expected.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

Thanks for the additional info.

I've passed all info over to our device Manager and am waiting for authorisation to rollback firmware.

Thanks  

Karl. 

[Alpacaman]

I have now managed to turn off mobile data on my phone, and can confirm that I can still access the internet over wifi, and also that there is no wifi-calling icon, and as above I get the message "Mobile network isn't available. Connect to a wireless network to make a call". Simultaneously I have had an online chat and was told that it is not possible to roll back my router to avoid this problem. I have reset the router to factory settings, but when it restarts it is still on firmware SG4K100202  . We have a disabled person in our house and it is very inconvenient to not have a mobile phone signal.

[Karl-TalkTalk]

Hi

If you look at the settings - usually swipe down from the top, the mobile data icon should look like 2 arrows, one pointing up and one pointing down.

Thanks  

Karl. 

[Alpacaman]

we are using Three mobile network. I spent 2 hours on the phone to Three yesterday, because I thought it was their problem, But they confirmed that everything was ok at our end, and that is true as I used our mobiles ok over wifi-calling at a friend's house

[Alpacaman]

I don't know how to turn off mobile data, so I've put it in aeroplane mode, which is what I did at my friend's house to check that wifi-calling would work on his router. The wifi-calling icon appeared when I used my phone like that and successfully made a phone call using it at his house, but the icon does not appear when our phones are connected to our router. I used the wifi to read a webpage successfully as you suggested,  then tried to make a phone call. The message I get is "turn off aeroplane mode or connect to a wireless network to make a call". 

[Karl-TalkTalk]

Hi @Alpacaman 

Our device manager has also asked if you can confirm what mobile Network you are using.

Thanks  

Karl. 

[Karl-TalkTalk]

Hi

If you turn off mobile data on your phone, open a web page on the phone to confirm you are connected to your Wi-Fi and it's working, then make a call it should try to use Wi-Fi calling. 

Does this fail ?

Do you see the Wi-Fi calling icon in the notification bar of the phone ?

Here is a pic from my phone below - the Icon is the second one after the bluetooth icon.

Karl

[Alpacaman]

I can't provide a screenshot as I'm on my laptop, but if I try to make a call on my mobile, at home (where we don't get a signal) a box comes up with the words "Mobile network isn't available. Connect to a wireless network to make a call" and an 'ok' button 

[Karl-TalkTalk]

Hi

If possible, can you PM a screenshot from the phone when Wi-Fi calling is failing.  You can usually capture a screenshot by pressing the power button and volume down together.

Thanks  

Karl.