Wi fi calling

[#1]

Hi everyone,

I recently upgraded to Plusnet Full-Fibre, and my Tesco Mobile (O2 network) Wi-Fi Calling has stopped working.

Crucially, my phone handset does display "Tesco Wi-Fi" at the top of the screen as if it is connected to the service. However, whenever I try to make a telephone call, it fails instantly with complete silence and no ringtone. Incoming calls are also blocked.

I have zero indoor mobile signal, and since the copper landline was removed during the fibre installation, I am now completely cut off at home.

I have checked my online Member Centre and the Broadband Firewall is already turned off. I have also tried a physical paperclip reset on the router and swapped to a brand-new SIM card, but the problem persists.

Could a staff member or Superuser please escalate my account profile to the network team to look at my IP routing trail? It seems the new fibre line is blocking the secure data packets needed to route the actual voice calls.

Thank you!

[#2]

@Vincent1 

Some notable coincidences in this post. 🤣

With one notable difference... it just works for me!

"I have checked my online Member Centre and the Broadband Firewall is already turned off"

Meanwhile, just a wild thought to try out; as my Plusnet Firewall is ON, you could give that a quick try (results in a static IP).

But not fully 'ON', or your PC won't be able to get ntp updates to keep its clock accurate. Set to 'LOW'.

Fixed: Windows PC Clock - Plusnet Community

[#3]

@Vincent1 

What router are you using? What phone? Is your phone seeing the wifi signal from your router for other of it's functions?

[#4]

@Vincent1 

"Crucially, my phone handset does display "Tesco Wi-Fi" at the top of the screen as if it is connected to the service."

Hang on! Why would it say that? Assuming you are with Plusnet, and at home, you aren't using Tesco Wi-Fi you are simply using Wi-Fi to your Plusnet router. On my Android phone "WiFiCall" appears on the top left of the lock screen, but not the working screen. There, on the top right of the screen, a small icon of a phone handset with the Wi-Fi signal fan shape attached appears.

"Tesco Network" appears briefly (amongst other messages) at the top left of the screen at boot up. Notification page shows a panel with the same phone+fan icon along with the text "Wi-Fi Calling" and another panel with the standard size Wi-Fi fan icon plus the Wi-Fi name of my router.

Are you possibly near a Tesco's store and picking up their Wi-Fi signal?

[#5]

I was going to jump in with that perspective… and backed away.

I am with EE and I think I recall seeing “EE WiFi calling” when available.

i agree with your call that there’s potential ambiguity in “Tesco WiFi” … but few devices indicate the SSID of the WiFi they are connected to.  This could be a short hand for what I see with my EE service.

[#6]

My (admittedly iPhone12) shows 'ID Wi-Fi Call' if connected to a Wi-Fi network, otherwise 'ID Mobile'.

[#7]

If the phone is put into "Airplane mode" it will force all calls to use the phone WiFi assuming the WiFi is enabled.

[#8]

Really sorry, the TESCO is after the mobile bars, not the Wifi fan icon. Still have the same issue thought. Thank you!

[#9]

Thanks everyone for your response.

Just to clarify/reiterate and correct/add things (in bold) - I recently upgraded to Plusnet Full-Fibre, and my Tesco Mobile (O2 network) Wi-Fi Calling has stopped working. Plusnet confirmed my router 2 is/was up-to-date for the fibre.

My iPhone 6s does display the wi fi fan icon (not TESCO) at the top of the screen as if it is connected to the service. However, whenever I try to make a telephone call, it fails instantly with complete silence and no ringtone. Incoming calls are also blocked.

If I turn Wi fi calls OFF on my phone settings, it will not use the mobile network. 

I have checked my online Member Centre and the Broadband Firewall is on DEFAULT (my other options are BLOCK ALL and DISABLED (not high, low, off). I have also tried a physical paperclip reset on the router and swapped to a brand-new SIM card, but the problem persists.

I've tried to research using A1 and I'm told there have been glitches using Plusnet and Tesco Mobile?

Could a staff member or Superuser please escalate my account profile to the network team to look at my IP routing trail? It seems the new fibre line is blocking the secure data packets needed to route the actual voice calls.

Thank you!

[#10]

@Vincent1 

I have checked my online Member Centre and the Broadband Firewall is on DEFAULT (my other options are BLOCK ALL and DISABLED (not high, low, off).

That doesnt sound like the broadband firewall setting , more like the router firewall ?

The broadband firewall setting is found here https://www.plus.net/member-centre/broadband/firewall ( login required ) and looks like this

firewall.png

[#11]

Thank you. I can see my broadband firewall was on OFF - I tried changing it to LOW as suggested earlier, but it didn't make any difference.

[#12]

@Vincent1 

tried changing it to LOW as suggested earlier, but it didn't make any difference.

Did you disconnect & reconnect the PPPoE connection ( or restart the router ) after making the change ?

Changes to the Broadband firewall setting only take effect on reconnection

[#13]

I would set the Members Centre Firewall OFF - that was for the use of Dial-up and USB ADSL modems at this time less barriers are what is needed.

We have Tesco Mobile, the Wi-Fi Calling works on most domestic Wi-Fi provided CGNAT and Double NAT are not involved.

Can you check your mobile on another Wi-Fi platform to confirm it does make / take Wi-Fi Calls as expected ?

[#14]

@Vincent1 

Were you using the same router - this Hub 2 - and the same iPhone before you upgraded your connection?.  In other words is the only thing that you have changed the type of connection?

My Hub 2 picked up an update when I switched to full fibre: I wondered if yours did? Although why or how that could stop wifi calling is hidden.

[#15]

Thank you for everyone's suggestions - I did try wi-fi calls using different wi-fi providers and couldn't make a call, so I went back to Tescos - after several chats with them, it seems they have simply phased out wifi calls on my old iPhone 6s!