Wifi calling working occasionally

[patl12345]

So having got a samsung s10 as my old phone didn't have wifi calling, I find that wifi calling doesn't consistently work for me.

I have the option to turn it on and off, so I assume my account is set up correctly, but wifi calling is only available when I'm connected to some wifi hotspots when out and about and has once been available to me for an afternoon when at home. At all other times, the wifi calling icon isn't displayed at the top of the phone screen and trying to make a call results in a network not available message. Are there any settings changes I need to make to my home wifi to make it work?

Thanks,

Pat.

[Zach_R]

Hi @patl12345,

Thank you for your post and welcome to our community forums. We're here to help.

I am sorry to hear that you seem to be having some intermittent issues with Wi-Fi Calling. Have you ensured that both Wi-Fi Calling and Wi-Fi are enabled on the handset? Can you also confirm if you purchased the handset from us, or did you purchase it from a third party?

Thanks,
 

[patl12345]

Hi, Yes, they're both enabled and I have a strong wifi signal and can use wifi fine otherwise for the internet. The handset didn't come from virgin though, but does successfully use wifi calling outside the house and has once worked fine for it inside the house, so I know the handset seems to be capable, just not all the time.

[Ilyas_Y]

Hi there @patl12345, thanks for the reply on the forums!

May I ask how your Wi-Fi connection is around the house?
How is the Wi-Fi on the other devices?
Does the connection drop on those as well? 
Let us know.

Kind regards,
Ilyas.

[patl12345]

The wifi signal is very strong in the room that I've been in all day (its almost next to this floor's mesh router) and is strong throughout most of the house, certainly everywhere that I've tried to use wifi calling and is certainly more than strong enough to not drop for other phones/tablets/firetv etc.

There seems very little difference in signal strength between this afternoon when I have no wifi calling and this morning when I had the wifi calling icon on my phone for an hour or two before it disappeared again.

[Ilyas_Y]

Thank you for the update @patl12345.

May I ask if this happens with any other device connected on Wi-Fi calling or is it just the Samsung handset?
Have you tried to split your SSID?
You can do so here.
Let us know how that goes.

Kind regards,
Ilyas.

[patl12345]

Unfortunately I don't have another device that is wifi calling capable on virgin, so I'm unable to test that. However, I have 2 other 2.4GHz only wifi networks that I can connect to and occasionally connecting to one will give me the wifi calling icon for a while, but most of the time not. Similarly connecting to a 5GHz only network seems to make no difference.

[Ilyas_Y]

Hi @patl12345.

May I ask if this happens with the device connected to other Wi-Fi networks?
Let us know.

Kind regards,
Ilyas.

[patl12345]

Not that I've noticed. But then I'm rarely on a wifi network outside my home for more than 30 minutes or so. In that time, it doesn't drop wifi calling though.

[Adri_G]

Thank you for your replies - sorry to see it's only happening on the specific handset and only on when on your home network.
Please, be advised we've checked the list of compatible handsets and this does not seem to be the issue as the Samsung S10 is on our list. 
Is the latest software/firmware downloaded and installed on the handset?