WiFi calling

[Johnbond]

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.

[Addie15]

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 

[StevieB62]

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. 

[Ben179]

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. 

[JamieW]

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.

[Ben179]

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

[JamieW]

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).

[Ben179]

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. 

[JamieW]

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).

[Philly]

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.

[Philly]

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.

[Philly]

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.

[JamieW]

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

[Philly]

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

[JamieW]

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