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on 21-09-2024 11:47 AM
I have a Sagemcom FAST 5464-2.T4 router:
software version SG4K100202
I have been using this router with wifi-calling on my Android mobile phone for ~18months. Note my Motorola phone has an icon which shows when wifi-calling is active.
Since last week, my mobile phone cannot connect with wifi-calling. I checked my phone by connecting to various other wifi networks (at work and friends) and it works as expected.
Note - the FAST 5464 router appears to working as expected. No other issues.
Fortunately, I had a Huawei DG8041W-2.T5 router (supplied by TalkTalk), which was upgraded to the Sagemcom router when I got Full Fibre. Wifi-calling works as expected with the DG8041W router.
So, my conclusion is that something is wrong with the FAST 5464 router.
Help please.
on 30-09-2024 07:11 AM
Hello,
As advised, please can you create your own topic and we can look into this further for you.
Thanks
Michelle
on 29-09-2024 08:34 PM
Please start your own topic and the support team will be happy to help.
on 29-09-2024 08:32 PM
Hi. I'm tearing my hair out as well. Up until about 2 weeks ago I used and relied on wifi calling on my android. But since then it has stopped working, not just my phone but all 3 in the household. They work at my parents house so its' not the phones.
Live chat technical help is frustrating as all I ever get is that everything looks ok so it must be my phones - it's not!
Everything else is ok, good wifi signal, good internet speed just no wifi calling at all.
This thread makes me quite sure it must be to do with the firmware on the router - its a FAST 5364-3 T8. Can it be rolled back?
on 27-09-2024 01:52 PM
Hi Neil @Greyman18
That's great news, thanks for letting us know 🙂
I've sent you a Private Message with a link to a short survey for the Community.
Thanks again.
Debbie
on 27-09-2024 01:47 PM
Michelle,
I confirm that wifi-calling has been restored to my mobile phone. Made several calls and it's functioning as expected. Normal service has resumed.
Thanks for the quick response.
Happy for this thread to be closed.
Neil
on 27-09-2024 12:09 PM
Hello,
Thanks for confirming. I've rolled the firmware back now, please let us know how your connection compares.
Thanks
Michelle
on 27-09-2024 12:00 PM
Hi Michelle,
Yes, the Sagemcom router is connected. Please proceed with firmware rollback.
thanks
on 27-09-2024 06:29 AM
Good morning,
We can roll the firmware back for you. Is the Sagemcom router connected at the moment please?
Thanks
Michelle
on 26-09-2024 11:47 PM
The support team are generally here early in the morning. If you have any pressing need to avoid any brief disruption at that time of the day then do reply to that effect. Otherwise, it will hopefully be fixed when you get back online.
on 26-09-2024 10:12 PM
I don't think it's a general rollback, @Greyman18, but was being done on a case by case basis for those of us who have posted here having been tearing our hair out!
So you should be all good when staff pick this thread up during the day. Just be aware that there will be 5 minutes or so of downtime while it happens, so if there is any time that you absolutely have to be online for something important on Friday, let staff know, to avoid losing your connection at a critical moment!
on 26-09-2024 07:57 PM
Thanks for the update.
Its good to here your wifi-calling is working again. 😀
My router's software not rolled back yet. Fingers crossed it happens soon.
What could possibly go wrong witht a software update?! 😭
on 26-09-2024 07:49 PM
hi Greyman18,
as requested, I raised this on a separate thread, and after quite a few questions, the firmware update was rolled back for everyone early afternoon today (26 Sept). As a result Wifi calling is now working on our Motorola android phones. Regards, Pete
on 26-09-2024 07:39 PM
Chris,
Whatsapp works as expected when making audio and video calls. All apps (functions) work as expected on wifi.
I have wifi-calling enabled on my Moto G62 phone. When it connects to a wifi network, it displays "phone with wifi" symbol at top right and when making a call it displays Wifi Call above the contact name.
As mentioned in the original post, when using my old router Huawei DG8041W-2.T5, the wifi-calling function enables and works as expected, see screenshot 1 and screenshot 2.
When using my current FAST 5464-2.T4 router, the wifi-calling function does not enable, so no point in screenshots. It did work until 2 weeks ago. Normal internet access and phone apps continue to work as expected using wifi. It is only the wifi-calling function that does not enable.
Wifi-calling sucessfully enables on mutliple other wifi networks. So my conclusion is something has changed on my current FAST 5464-2.T4 router, such as a software update.
on 26-09-2024 10:04 AM
Hi Greyman18,
Our product team have asked: is it wi-fi call via mobile network that has issues or WhatsApp calls?
Can you share any screenshots where the call is via Wi-Fi? It shows on the top of the mobile UI if the call is via Wi-Fi or alternatively in the call logs.
Thanks
Chris
Chris, Community Team
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on 26-09-2024 09:59 AM
Hi,
Could you start your own threads and we'll be happy to look into this for you
Chris
Chris, Community Team
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on 26-09-2024 09:54 AM
I have exactly the same problem, and it stopped working on the morning of 23rd Sept.
I have a different Sagemcom FAST 5364-3.T8 router, but it has the same software version SG4K100202
All 3 of our phones are Motorola:
on 26-09-2024 09:44 AM
I have the exact same issue on my Samsung s23, no wifi calling after v202 firmware upgrade.
on 23-09-2024 11:46 AM
Hi Greyman18,
We are just looking into this, I'll get back to you when I have an update
Chris
Chris, Community Team
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on 21-09-2024 01:03 PM
This would therefore sound like a bug in firmware V202, which has just started a gradual rollout to upgrade from V174. I have asked one of TalkTalk's support to pick your thread up and investigate it for you.
They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.
Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please set Accept as Solution from the 3 dot menu.
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