Wi-Fi Calling

[bhayward1]

Just been told that TT don't support wi-fi calling - is this correct?

[bhayward1]

You don't seem to understand/realise that your company - TT - does not allow mobile WiFi calling. Period. Did you read all the correspondence? Calling support would just add to the time already wasted when it could have been made abundantly clear on the TT website what the policy is!

[sabelo-TT]

@bhayward1, alternatively, you can be able to get in touch with our Mobile department using 0345 172 0044 Monday - Friday: 9am - 7pm; Saturday: 9am - 6pm; Sunday: closed. 

Or via our LiveChat support by simply accessing the following link on your end. https://community.talktalk.co.uk/t5/Articles/Our-live-chat-team/ta-p/2230529 

[fr8ys]

Thanks for the update, but as you are aware, there is no mobile support on the forum.

Are you under contract with TalkTalk or are you out of contract and free to move?

I can only speak personally, as a fellow customer, but I used to have the free sim, that was then charged for, so I took the opportunity and moved to another provider and ended up with a better deal, so I'd suggest a similar approach to you.

Good luck with whatever you decide to do but it does seem you have reached an impasse with TalkTalk Mobile.

[bhayward1]

Decided to try to get chapter-&-verse on this between all the parties involved. So, in summary:

- Samsung tech support say that the menu option will not appear unless the SIM supports the WiFi calling facility

- Voda say (again!) that they have to enable the facility at the customer account level - the tick box. It doesn't happen automatically

- TT keep shovelling out the same,disingenuous boiler plate:

"I do understand that you want to enable Wi-Fi calling on your mobile phone and since TalkTalk does not have an application for Wi-Fi calling , so , they have been informed to advise customers to visit their nearest Vodafone shop or contact Vodafone to set it up for them, as you may know that TalkTalk uses Vodafone to connect customers, my advice would be to visit the nearest Vodafone shop as it would be much easier and convenient for you"

Disingenuous because Voda CAN'T help in any way - it's down to TT who have decided they can't be bothered😡  and as I said to TT today who offered to 'escalate' the issue for a solution:

"I think it is unlikely - unless they say change your service provider because we are not going to allow our customers to have access to WiFi Calling"

[bhayward1]

The phone was new and a gift and it was unlocked. No WiFi calling shows as an option (but I have discovered that this is likely the case if the network does not allow the phone to make WiFi calls) and there is the suggestion that if the phone was not made for Voda by the manufacturer then there might be firmware  not installed for eg Voda WiFi Calling. If true, then don't acquire your phone from a manufacturer outlet! If true, this sounds like non-market competition.

[ferguson]

Where did your wife source her phone? Is WiFi calling actually present as an option? I saw someting that said it will only work if Vodafone have activated the phone initially. 

[bhayward1]

Yep - done that and talked to Lebara who said it should work. Interestingly, we were customers of Lebara before they introduced WiFi Calling so I began to think it may be a SIM issue ie something needed to be present on the SIM. They said 'no'. BUT Voda Customer Services did say that it had to be 'enabled' on the customer account. I keep getting conflicting information - 'Make Smoke....Make Smoke' then perhaps they will go away!

[fr8ys]

And I assume you've done the old off and on trick to no avail.

Maybe contact Lebara themselves and see what they suggest.

[bhayward1]

Been thru that umpteen times...The only menu entry under 'Advanced' is 'Automatically select network'. If I turn this off the next menu shows 'Choose network' Lebara, EE, Virgin Mobile, 3 UK, o2 - UK - no mention of WiFi Calling.

[fr8ys]

@bhayward1 

From the Lebara site

https://devicehelp.lebara.co.uk/motorola/moto-g9-play-android-10-0/calls-and-contacts/turn-wi-fi-cal...

[bhayward1]

On the Moto menu there are four selections for 'Preferred network type' :

1. 4G & 3G & 2G
2. 3G & 2G
3. 3G only
4. 2G only

1. is highlighted

[ferguson]

@bhayward1 

Try setting 4G (LTE) as network mode.

[bhayward1]

In which case I now have to figure out why my wife's Moto G9+ does not show the menu option! I am beginning to think that some kind of alchemy is required!  😁

[fr8ys]

@bhayward1 the issue does not apply to Lebara.

My wife and I both have Lebara Sims and WiFi calling is enabled on our Pixel phones.

[kanya-TT]

Hey there, bhayward1. Please use the details below to call in our Customer Service Team. Alternatively, you can use the link below for information on our complaints process. 

Raising a complaint

Call line:  0345 172 0044: Voice - Monday - Friday: 9am - 7pm ; Saturday: 9am - 6pm ; Sunday: closed
Chat - Monday - Friday: 9am- 7pm; Saturday: 9am - 6pm ; Sunday: closed

[bhayward1]

Well, there we have it - TT Mob SIM-only plans do not support WiFi calling😠! Investigations over the weekend suggest that this is a Voda issue (although they won't own up to it) in that if your phone was originally obtained through Voda the initial interaction between the SIM when originally inserted and the phone turned on identifies this and enables wifi calling to work. If you put a TT Mob SIM in an ex-ebay phone (as I have) then unless it is an ex-Voda phone (by accident!) wifi calling won't work. But, of course, TT have no incentive to sort this since they don't market mobile services any longer! I can also report that the same issue exists with Lebara (also on the Voda network). My wife's has a Moto G9+, Android 10 and that can't get wifi calling either!

[sabelo-TT]

@ferguson, to fully make things clear with your last question as I have also investigated with the team on my end, 

Correct. Mobile/Sim-Only plans do not support Wi-Fi calling. 

[Gliwmaeden2]

Good point, @fr8ys.

Complaining may get nowhere if there's no incentive, unless many other customers also complain. 

Seems to be a lack of communication between Talktalk and Vodafone.

[ferguson]

OK, but we are all clear now: TalkTalk mobile do not support it?

[fr8ys]

As TalkTalk mobile does not take on new customers, I doubt they will spend resource in updating their offering.

As I mentioned Lebara have only recently included it, so it may be worth looking for a new provider, if wifi calling is important to you @bhayward1