topic Re: 5g hub ZTE mc888 won’t allow WiFi calling in Broadband

5g hub ZTE mc888 won’t allow WiFi calling

Rural — Wed, 10 Apr 2024 11:17:36 GMT

We have recently switched to Three. We switched from the standard broadband to the 5g hub because we are very rural and our highest speed on the line was 5mb. With the hub we are getting the fastest broadband we’ve ever had. But here’s the problem: it won’t allow us to use WiFi calling. We rely on WiFi calling because signal in the house is awful (old house and very thick walls). WiFi calling worked for us before but won’t with this hub. Can anyone help us with this?

WiFi calling issues on NR5103E

LeeGlover — Sat, 02 Mar 2024 13:58:26 GMT

I've been using the NR5103E on b15 firmware for a few months and love getting 900mb for £15 per month. I'm on 3 for my S22 Ultra and my wife is on EE with her S22. I get WiFi calling at all times but the Mrs has no signal with EE yet WiFi calling doesn't kick in at all. When I hotspot my phone, WiFi calling kicks in and she says it works on other WiFi networks too. Further to this, my work iPhone on Vodafone works ok with WiFi calling too

Sometimes the connection drops on some devices as well with some showing connected without internet while other devices work ok. Someone's it does entirely even though there's no signal problem as verified by my phone when I turn WiFi off

We've just done a factory reset on the Mrs' phone with the latest firmware installed but the problem persists. Can anyone recommend anything or is it likely the router is faulty?

Many thanks

Re: WiFi calling issues on NR5103E

neil_b — Mon, 11 Mar 2024 16:43:33 GMT

I am experiencing exactly the same problem with my 5g router.

All the phones in the house are on ee and WiFi calling does not work on my home WiFi but works fine on other WiFi.

Very frustrating. If you figure it out then let me know.

Re: 5g hub ZTE mc888 won’t allow WiFi calling

JonathanB — Wed, 10 Apr 2024 13:38:30 GMT

Hi @Rural,

That's really odd, Wi-Fi calling generally kicks in automatically when it's switched on in the phone settings. Are you trying to use Wi-Fi calling on a Three number, or with a phone from a different provider?

Thanks,
Jonathan

Re: 5g hub ZTE mc888 won’t allow WiFi calling

Rural — Wed, 10 Apr 2024 14:38:18 GMT

The phone is with EE. But it worked fine yesterday when I was still using my old internet provider (Vodafone).

Re: 5g hub ZTE mc888 won’t allow WiFi calling

JonathanB — Wed, 10 Apr 2024 16:06:44 GMT

Thanks for confirming this @Rural, I'm not sure at this stage whether this needs to be investigated as a Three Broadband issue, or from EE, or perhaps a phone issue. Hopefully we can narrow it down and figure out the best angle to investigate.

Are you able to test whether Wi-Fi calling works from other providers, perhaps with a friend or family member's phone? Are we talking about multiple EE lines or one specific phone? What model(s) of phone is this happening with?

Re: 5g hub ZTE mc888 won’t allow WiFi calling

JonathanB — Wed, 10 Apr 2024 16:12:46 GMT

Hi @LeeGlover, @neil_b,

I've noticed your older thread seems to be similar circumstances of EE Wi-Fi calling not working with Three Broadband, so I've merged these conversations. Are you both still experiencing this issue?

Thanks,
Jonathan

Re: 5g hub ZTE mc888 won’t allow WiFi calling

Rural — Wed, 10 Apr 2024 17:00:03 GMT

Just spoken to someone from three and they’ve said it’s to do with the 5g network not launching the WiFi calling yet. It seems it can only be done with 4g

Re: WiFi calling issues on NR5103E

Rural — Wed, 10 Apr 2024 17:47:22 GMT

Are you on a 4g or 5g hub? We’ve been told by three that the 5g network isn’t running WiFi calling yet. So it only works on 4g. Not sure how accurate this is?

Re: WiFi calling issues on NR5103E

JonathanB — Thu, 11 Apr 2024 11:29:13 GMT

Hi @Rural,

The NR5103E that Lee mentions is a 5G router too.

I'll take a closer look into this 5G not supporting Wi-Fi calling angle, as I'm not sure that's quite correct. The 5G network doesn't support voice calling on phones at the moment, I think that will be what will have been meant if a staff member has told you this, but I don't think that has any bearing on Wi-Fi calling.

I'll double check with my contacts, clear that point up, and let you know.

Thanks,
Jonathan

Re: WiFi calling issues on NR5103E

Rural — Thu, 11 Apr 2024 15:29:33 GMT

My daughter’s phone also won’t connect and she is on Vodafone. We all have iPhones. If this helps?

Re: WiFi calling issues on NR5103E

JonathanB — Fri, 12 Apr 2024 11:46:24 GMT

Thanks @Rural,

Yes that's great insight. I was assuming this may be EE specific. Has your daughter been able to connect to Wi-Fi calling when using a different Wi-Fi network since the issue started?

Thanks,
Jonathan

Re: WiFi calling issues on NR5103E

Rural — Fri, 12 Apr 2024 11:50:42 GMT

Yes she was able to connect to the previous hub

Re: WiFi calling issues on NR5103E

Rural — Fri, 12 Apr 2024 12:10:25 GMT

We also have eero 6 to extend the WiFi around the house

Re: 5g hub ZTE mc888 won’t allow WiFi calling

JonathanB — Tue, 16 Apr 2024 10:01:28 GMT

Hi @Rural,

Thanks for your patience. I've checked in with some contacts in our Tech teams regarding this, and confirmed it's an issue which is under investigation.

As I mentioned before, 5G phones make calls over 4G, but that has no bearing on Wi-Fi calling, so I apologise for any confusion there.

We do expect the MC888 to support Wi-Fi calling, and some colleagues are trying to locate the root cause, and fix this.

Thanks,
Jonathan

Re: 5g hub ZTE mc888 won’t allow WiFi calling

Rural — Tue, 16 Apr 2024 16:50:04 GMT

Is there a timescale on this? We are half way through a 30 day free trial with this hub and can’t continue with it if WiFi calling is not an option.

Re: 5g hub ZTE mc888 won’t allow WiFi calling

JonathanB — Wed, 17 Apr 2024 13:39:19 GMT

Hi @Rural,

I'm sorry, we've identified that there is an issue, and there's a team performing tests to try to track down where this is failing. There's no fix date yet, but I'm passing the info from this thread on to hopefully help speed things up.

If you do decide to return, and have any issues whatsoever in getting this sorted out with our support teams. Please let me know. Hopefully it's all sorted before it comes to that though.

The team investigating have asked me for the models of phones involved too, you mentioned these were all iPhones can you confirm which model number(s)?

Thanks,
Jonathan

Re: 5g hub ZTE mc888 won’t allow WiFi calling

Hagadol — Wed, 17 Apr 2024 18:13:53 GMT

Has anyone found out if Three 5G Broadband on a ZTE mc888 supports Wifi Calling from other networks ?

Re: 5g hub ZTE mc888 won’t allow WiFi calling

JonathanB — Thu, 18 Apr 2024 15:16:04 GMT

Hi @Hagadol,

We've been investigating a few reports of this issue. Can you confirm which network provider, and which models of phone you've been having trouble with?

Thanks,
Jonathan

Re: 5g hub ZTE mc888 won’t allow WiFi calling

Hagadol — Thu, 18 Apr 2024 16:30:58 GMT

I am with O2.

iPhone 12 Pro Max - IOS 17.4.1

I get WiFi calling on other WiFi Networks, just checked this a few moments ago.