WiFi calling stopped working

[GHunt92]

I have an iPhone 13 Pro. I do not get mobile network connection in my home and rely on wifi calling.

I use BT broadband. I have a wireless router.

I have had the same setup for two years and had no problems until now.

Since this morning, I have been unable to make any wifi calls. I can still use facetime, iMessage, safari and social media apps. It is only wifi calling that is not working.

I have checked all settings are enabled for wifi calling on my phone, I have tried toggling wifi off/on I have also toggled mobile data & airplane mode off/on. I have tried turning my phone off/on. I have reset network settings and disconnected/reconnected to my wireless router. I have also checked my router speeds which are normal - as I’ve mentioned above I have still been able to use the internet as normal on my phone. I have also walked away from my house to attempt making a call using only mobile network and it works.

Despite this, wifi calling is still not working. I cannot receive or make any phone calls.

I work once a week on call - I need to resolve this ASAP.

Any advice is greatly appreciated.

EDIT - to add, my partner is on EE network, also does not get mobile network signal in our home but has no issue with making wifi calls so I do not believe it is any issue with our internet connection.

[disaster]

 

Unfortunately, it doesn’t offer anything to me. It’s showing “Three 62.0”

[Paddiewack]

Then that’s the reason you’re unable to use WiFi calling as the current version is 66.0. Normally you should be able to update to the latest version just by pressing the current version number and an update would be offered. You’ll need to contact customer service.

[Rtrrt]

It’s still not working!

[Paolo_B]

After having logged a written complaint,  Three got back to me and suggested I turn off data roaming and then try and if that didn't work ( it didn't ) then to turn phone off and on again, with data roaming turned off, this time it did work but its still not a complete fix as you have to turn data roaming back on once you leave your house. To @JonathanB, any news on the fix?

[JonathanB]

Hi @Paolo_B,

Glad to hear the team were able to suggest a workaround that has helped. "Data Roaming" is only required to connect mobile data whilst you're abroad, so you'd only need that setting active if you're travelling.

I've raised this issue based on the Community feedback, and we're investigating, but I've not seen any information that outright confirms that the issue is on Three or Community Fibre's end.

As I mentioned before, I'd suggest to keep the discussion to the most relevant thread though, this topic was posted around the carrier settings issue which was fixed back in June, the issue reported about Community Fibre will be easier to track if posts are made in this one: https://community.three.co.uk/t5/Network/WiFi-calling-not-working/td-p/62263

Thanks,
Jonathan

[SB44]

Unfortunately, this shows how disorganized Three is and how a fix is unlikely anytime soon. You’re saying it’s not confirmed that it’s on Three’s side but two times my calls have been escalated to a high-level engineering side and they’ve confirmed that it is indeed on Three’s side, that it’s NOT on Community Fiber’s side and that they are working for a fix on Three’s side. How can a company fix something if internally you can’t even agree on what’s happening. 

[Paolo_B]

It's crazy how slow they are in getting it resolved and how poorly updated their call centre staff is, a message should have gone out to them and those working in the stores, there is no coordination and an email should have been sent out to customers with something like 'we are aware that some of our customers are having issues with wifi calling if their broadband provider is  CF or something along those lines. 

[SB44]

Still have the issue so I’m leaving Three. Three have told me two times that the issue is on Three’s side not Community Fiber’s and that they’re working to fix it but don’t know when it will be resolved. They said that to me for the first time nearly two months ago. And reiterated it’s on Three’s side again just last week still with no estimated date for it to be resolved. 

[SB44]

Got the update but didn’t fix anything. Three have told me two times that the issue is on Three’s side not Community Fiber’s and that they’re working to fix it but don’t know when it will be resolved. They said that to me for the first time nearly two months ago. And reiterated it’s on Three’s side again just last week still with no estimated date for it to be resolved. 

[Rtrrt]

I have tried what you’ve suggested still no wifi calling(with Plusnet)

other phones in house on EE are fine so not a Plusnet thing

Are we likely to get a fix soon as I need this and it seems this has been an issue for a couple of months? Will need to go to another network if no fix very soon