FAST 5464-2.T4 no longer enables Wifi-calling on Android mobile phone

[Greyman18]

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.

[Michelle-TalkTalk]

Hello,

As advised, please can you create your own topic and we can look into this further for you.

Thanks

Michelle

[ferguson]

@MS1083 

Please start your own topic and the support team will be happy to help. 

[MS1083]

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?

[Debbie-TalkTalk]

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

[Greyman18]

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

[Michelle-TalkTalk]

Hello,

Thanks for confirming. I've rolled the firmware back now, please let us know how your connection compares.

Thanks

Michelle

[Greyman18]

Hi Michelle,

Yes, the Sagemcom router is connected.   Please proceed with firmware rollback. 

thanks

[Michelle-TalkTalk]

Good morning,

We can roll the firmware back for you. Is the Sagemcom router connected at the moment please?

Thanks

Michelle

[ferguson]

@Greyman18 

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.

[ferguson]

@Greyman18 

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.

[Gliwmaeden2]

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!

[Greyman18]

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?!  😭

[Alpacaman]

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

[Greyman18]

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. 

Screenshot 1 using Huawei DG8041W-2.T5 routerScreenshot 2 using Huawei DG8041W-2.T5 router

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.

[Chris-TalkTalk]

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-TalkTalk]

Hi,

Could you start your own threads and we'll be happy to look into this for you

Chris

[Alpacaman]

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:

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.

[Wonderingwhy]

I have the exact same issue on my Samsung s23, no wifi calling after v202 firmware upgrade.

[Chris-TalkTalk]

Hi Greyman18,

We are just looking into this, I'll get back to you when I have an update

Chris

[KeithFrench]

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.