Why is Three disabling wifi calling preference menus?

[TheGreatMothra]

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.

[Jaydeee09]

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. 

[UKenGB]

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.

[TheGreatMothra]

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.

[JonathanB]

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

[JonathanB]

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

[TheGreatMothra]

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.

[JonathanB]

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

[TheGreatMothra]

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.

[PeteG]

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.