WiFi calling not working

[Clementine82]

I have no mobile signal at home, so I rely on WiFi calling to make and receive calls. I have realised that there has been an issue with my WiFi calling for a while- no calls ringing but then receiving voicemail notification. Not able to connect to voicemail or make/recieve any calls. 

I have tried all the suggested actions, turning off mobile data, restarting my phone to no avail. 

I am on community fibre and have no other WiFi issues. 
Is this a known problem and what is the fix? 

[JonathanB]

Hi @Clementine82,

Sorry to hear you've been experiencing these issues with your Wi-Fi calling. We've seen quite a few similar posts about this, and Community Fibre seems to be the common factor. Our technical teams haven't located any general issue with Wi-Fi calling on Three, so it seems like the issue is with your Broadband provider.

Are you able to test if you can make Wi-Fi calls from the same device and SIM from any other Wi-Fi network? For example, a friend or family member's Wi-fi. Have you reported the issue to Community Fibre too?

Thanks,
Jonathan

[Clementine82]

Hello! thanks for the reply. I can make wifi calls on other networks, for example at work and even on a train. I reported it to community fibre and they say the issue is with Three and not them which is frustrating. They say this is a known issue to Three- but I've also found info online that suggests this is a known Community Fibre problem. Is there anything you can suggest to help me? 

[JonathanB]

Hi @Clementine82,

I appreciate your frustration. We're certainly aware of this issue from customer reports, but also that there's literally millions of phones connecting via other ISPs for their Wi-Fi calling. The common factor which keeps being reported is Community Fibre, so it seems like there's some element of their network set up they need to look at more closely.

Hopefully the number of customers getting in touch, and the feedback we're raising will help get this sorted out, but if you (and anyone else) contacting them emphasise that you're all able to Wi-Fi call with the same phones and SIMs on all other Wi-Fi networks this should help escalate things.

Thanks,
Jonathan