topic Re: Why is Three disabling wifi calling preference menus? in Devices

Why is Three disabling wifi calling preference menus?

TheGreatMothra — Mon, 07 Nov 2022 09:05:35 GMT

Hi,

I've happen to work in an area where there is really terrible signal. I rely on being able to use wifi calling at all times when I am there. The current policy of my phone appears to be to use regular cellular network even if there is only the tiniest of signal. This makes sending or receiving calls basically impossible.

There is a menu in android phones which allows users to specify that they would prefer to use wifi calling always, however it appears that Three has disabled this menu as part of their carrier settings. Why is this, and what can be done to either work around it, or convince them to turn it on? I'm not above moving networks if that is going to be the only solution.

Re: Why is Three disabling wifi calling preference menus?

sc1999 — Mon, 07 Nov 2022 18:26:56 GMT

I have found how to turn wifi calling on and off but there is nothing on my S21FE that allows me to prioritise wifi calling. It's odd that there is a switch will that tells android to switch between wifi and cellular data depending on which signal is stronger. It seems reasonable that wifi calling and cellular signal should be treated in the same way.

Re: Why is Three disabling wifi calling preference menus?

JonathanB — Tue, 08 Nov 2022 09:43:31 GMT

Hi @TheGreatMothra,

Can you explain a little bit more about what you mean by we've disabled this menu? Are you seeing a menu that is greyed out, or are you not able to find it? Or was this showing on a past update and has disappeared?

If you can confirm the model of phone, the software version you have, and whether this is a device purchased from Three, purchased from another provider, or purchased unlocked this will help me investigate this further.

Thanks,
JonathanB

Re: Why is Three disabling wifi calling preference menus?

TheGreatMothra — Thu, 10 Nov 2022 13:38:58 GMT

Hi,

I'm using a pixel 7. In the settings there is a "calls preference" menu which is greyed out and locked to Three. Usually you can specify on this menu whether or not to prefer wifi calling over the cellular network. From everything I've read this menu is disabled based on a flag from the mobile provider.

Re: Why is Three disabling wifi calling preference menus?

JonathanB — Fri, 11 Nov 2022 14:46:23 GMT

Thanks @TheGreatMothra, if you can share the software version, and whether this was supplied by Three, initially supplied by another provider and subsequently unlocked, or supplied unlocked from elsewhere that'll be a great help in getting this checked out further.

JonathanB

Re: Why is Three disabling wifi calling preference menus?

TheGreatMothra — Fri, 11 Nov 2022 23:14:44 GMT

Hi,

The software is Android 13, specifically Build TD1A.220804.031

The handset was bought unlocked direct from Google.

Thanks for getting back to me.

Re: Why is Three disabling wifi calling preference menus?

PeteG — Sat, 12 Nov 2022 19:32:49 GMT

Hi, TheGreatMothra.

If you're referring to the section of settings where it also shows the data usage, and "SMS Preference" This isn't a Wi-Fi calling setting. This setting relates to which SIM card should be prioritised for making calls when the phone has two active SIM cards.

I'm unable to find any other menu on the Pixel devices that resemble your description, but if there is another one that I'm missing, could you guide me to it?

Pete.

Re: Why is Three disabling wifi calling preference menus?

TheGreatMothra — Sun, 13 Nov 2022 16:36:57 GMT

The easiest way to get to the menu is to go into settings and search for "calls preference" you'll see the menu listed in the "others" section. Click that and you'll see this page:

The greyed out calls preference menu normally contains a "prefer wifi calling" option when it is available.

Re: Why is Three disabling wifi calling preference menus?

JonathanB — Tue, 15 Nov 2022 12:53:01 GMT

Hi @TheGreatMothra,

I'm waiting on some feedback regarding this, I'll let you know as soon as I have an update. In the meantime, can I also check something else please?

You've mentioned in the original post that calls are routing over the mobile signal even when this is very weak. Can you confirm if WiFi calling is definitely working for you when there is no signal? Can you also try switching flight mode on, and connect to WiFi only, and let me know if that switches over to WiFi calling?

Thanks,
JonathanB

Re: Why is Three disabling wifi calling preference menus?

JonathanB — Tue, 15 Nov 2022 15:30:40 GMT

Hi @TheGreatMothra,

I've been advised that the Wi-Fi calling preference setting is not supported on Three at the moment. Our Wi-Fi calling should still engage automatically when the signal drops below a certain threshold though.

I'll raise feedback that this is causing disruption for you, and happy to investigate the underlying issues further.

Can you let me know the answers to my questions from my earlier reply? I'd like to establish if Wi-Fi calling doesn't seem to be working for you at all, or if it's acting inconsistently?

Based on what you originally posted, you're working in an area where there is poor signal and Wi-Fi calling doesn't kick in, and the signal doesn't support making and receiving calls/messages? Does it work in other locations with poor/no signal?

Let me know and I'll look into if there's anything further we can do to help.

Thanks,
JonathanB

Re: Why is Three disabling wifi calling preference menus?

TheGreatMothra — Tue, 15 Nov 2022 17:23:17 GMT

Hi,

In answer to your questions:

The Wi-Fi calling / texting options do work for me intermittently. Sometimes it will activate immediately when I get into a low signal area, sometimes it will not activate at all.

I have had the case where I am waiting for a text message for a 2FA system where the message is never delivered, yet the device remains in regular network mode without switching on Wi-Fi calling / texts. In those situations it usually will not switch on until I manually intervene by putting my phone in aeroplane mode with Wi-Fi on.

Likewise, I have had situations where I have low enough signal that an outgoing phone call will not connect, yet the handset believes that there is enough signal to prevent it switching over to Wi-Fi calling.

Re: Why is Three disabling wifi calling preference menus?

UKenGB — Wed, 23 Nov 2022 12:00:13 GMT

I am experiencing the exact same problem. WiFi calling is essential as we live in an area with zero cellular signal (1 mile from the M25 would you believe) and it has been a god send for years as I work from home. But recently it is behaving as for the OP. Even with NO signal (displayed on screen), WiFi Calling is not kicking in. So no 2FA auth/verification messages get through and lots of things then don't work - like logging in to my Three account. Banking stuff. This is a BIG problem.

I've done all the usual things, like restarted the iPhone (13 Mini on latest iOS), reset network settings and although that sometimes gets WFC started, after a short time it's not working again and just showing 'No signal'.

WiFi/ethernet network here is NO problem with multiple Base Stations for whole house coverage and broadband over fibre, all the way and WFC works perfectly for my wife and did for me for many years. This is NOT an Internet connectivity issue.

Switching off 'Mobile Data' seems to kick WFC into operation, but I don't want to have to mess with that every time I go out. As I said, this used to work. Someone has done something wrong (either Three or Apple) to mean WFC doesn't come into operation when it should.

Re: Why is Three disabling wifi calling preference menus?

Jaydeee09 — Mon, 14 Oct 2024 13:48:33 GMT

I have the exact same issue as those above. The WiFi calling only kicks in when I have no signal. Even if I have the faintest of signal it won't kick in and I can't receive or make calls. The preference menu like that of O2 would be massively helpful.

Re: Why is Three disabling wifi calling preference menus?

M1kes — Mon, 23 Dec 2024 15:36:26 GMT

i know this is an old thread, but I've just switched to three and noticed the same issue, after enabling wifi calling the calling preference option is not displayed.
(In Settings network/sims/3UK/Wifi Calling, there should be a 'Calling Preference' option which then gives the option to prefer wifi or mobile for calling.
I previously had it on O2 and also on Lebara, but it's not there with 3 as shown in the attached pictures.....
(Pixel 8 Pro, direct from Google, Android 15)