topic Re: WiFi calling in Broadband

WiFi calling

Johnbond — Thu, 26 Dec 2024 19:40:09 GMT

Hi I can't make or receive WiFi calls on any of my mobile phones.i have tried rebooting the router and number of times.it fixes the issue for about 5 minutes then the problem comes back.

Re: WiFi calling

Addie15 — Fri, 27 Dec 2024 09:11:25 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: WiFi calling

StevieB62 — Mon, 06 Jan 2025 18:57:53 GMT

We have exactly the same problem with our wifi calls (on three) since upgrading our broadband to Sky full fibre using a gigafast router. Three say it is not their issue as wifi calls are enabled on their sims and that it is with Sky to resolve as they are unable to access the router settings. Please help as we are carers and must have reliable phone connections via wifi.

Re: WiFi calling

Ben179 — Tue, 07 Jan 2025 22:36:33 GMT

Hi. I upgraded too and received the white router and can't make or receive calls on WiFi on Three.

Please let me know if you find a solution.

Re: WiFi calling

JamieW — Mon, 13 Jan 2025 10:14:55 GMT

Hi,

Just to echo others - I'm temporarily staying half the time with my parents (Sky) and half the time at home (Zen).

I have two sims enabled (ID Mobile and Lebara - aka MVNOs on Three and Vodafone respectively) and neither get wifi calling on Sky, but *both* get wifi calling on Zen; you can see this in action because at home I'll get the little wifi calling icon with a '2' over it indicating that I've got it enabled for two sims, and at my parent's house there's no icon at all.

There definitely seems to be something about Sky Broadband's infrastructure or routers which is stopping wifi calling.

Re: WiFi calling

Ben179 — Mon, 13 Jan 2025 10:17:54 GMT

I have plugged in my old router and problem has been solved.

Re: WiFi calling

JamieW — Mon, 13 Jan 2025 10:22:27 GMT

Interesting! Thanks for confirming. I wonder if the standard ports for wifi calling aren't open on these newer routers? (looks to be UDP 500 and 4500).

Re: WiFi calling

Ben179 — Mon, 13 Jan 2025 10:27:06 GMT

I've done lots of research and read all the complaints. Turns out the problem is to do with the latest iOS updates, it's not compatible with the new sky routers in regards to WiFi calling. Older iOS versions wifi calling work fine on the new sky router.

Re: WiFi calling

JamieW — Mon, 13 Jan 2025 10:29:27 GMT

Also interesting - I wonder what's changed in the new iOS; it's certainly not a problem confined to just iOS though because I'm on Android (Galaxy S23 Ultra).

Re: WiFi calling

Philly — Mon, 13 Jan 2025 14:34:44 GMT

Hi @Addie15,

I have the same wif calling problem. I have spoken to Apple (we use Apple iPhone 14 and 12) and they have tested the handsets and say that all hardare and settings are OK. I have spoken at length to my mobile network provider and they say it must be the router. Wifi calling worked 100% with my previous router and broadband supplied by EE. Can you please put me in tough wth someone who can help? I beleieve the router IPv settings need to be changed?

Thanks for your help. We rely on wifi calling at home due to bad network availability.

Re: WiFi calling

Philly — Wed, 15 Jan 2025 12:53:43 GMT

I have just spoken with George on the Sky Helpline. Very helpful, and having run various checks is sending out a new hub (to replace the new one sent out 4 months ago!). Fingers crossed.

Re: WiFi calling

Philly — Wed, 15 Jan 2025 12:54:14 GMT

I have just spoken with George on the Sky Helpline. Very helpful, and having run various checks is sending out a new hub (to replace the new one sent out 4 montsh ago!). Fingers crossed.

Re: WiFi calling

JamieW — Wed, 15 Jan 2025 20:51:21 GMT

That's great! Do report back and let us know if that fixes the problem 🙂

Re: WiFi calling

Philly — Fri, 17 Jan 2025 11:00:52 GMT

Instant success. WiFi calling worked immediately with the new hub.

Re: WiFi calling

JamieW — Fri, 17 Jan 2025 11:29:50 GMT

Oh excellent! I'll have to see if I can cajole my parents into getting onto the support line. Cheers!

Re: WiFi calling

Philly — Fri, 17 Jan 2025 15:18:00 GMT

It seems I spoke too soon. Wifi calling stopped working within an hour. Totally illogical and incredibly annoying! Good luck.

Re: WiFi calling

JamieW — Sun, 19 Jan 2025 15:45:27 GMT

Rats! Nothing is ever simple...

Some more info that may help others:

I said before I get the option of WiFi calling on both ID Mobile and Lebara at home on Zen Broadband. That's true, but what I didn't say before was that I wasn't able to turn on WiFi calling for Lebara until I'd been back home - possibly because Android won't show the toggle to turn on Wifi calling until you're on a network where it's possible. I was able to toggle ID Mobile on and off on Sky, so it probably does reflect some sort of first-time provisioning that occurs when wifi calling as a capability is detected for a SIM for the first time (the Lebara sim is a very recent purchase I made, so had only been active on my phone while in my parent's place).

The reason I'm outlining all this is that since I was able to toggle on Wifi calling for Lebara, I have seen evidence of Wifi calling become available on Sky - but only for a few moments before it disappears again. This is quite noticeable because I think Lebara's implementation of Wifi calling must differ slightly from ID Mobile's, because whenever it's an option I get a full size notification from the "IMS Service" that I'm in Wifi call mode - that doesn't happen on ID Mobile, I just get the standard little wifi calling notification on the Android status bar.

Because of this full size notification I can quite easily track what's going on with (Lebara's) wifi calling in my notification history; so for example today it was briefly enabled at 12:02, 12:34, 12:42 and 15:30. So there doesn't really seem to be any rhyme or reason as to what makes it pop on and off...

So no answers in this, but plenty more questions / avenues for others to explore perhaps!