WiFi Calling not working on iPhone

[#1]

Hi Plusnet community

I need your help.  I have recently upgraded to PlusNet Fibre (Hub 2) from copper, and everything is good, except, my iPhone will not connect to the WiFi for WiFi calling.   It works in many other places seamlessly (links and goes straight to WiFi calling), so I am pretty sure its not the phone or phone settings.  Also, it worked on the PlusNet copper line prior to the upgrade. 

So, I think it is either the hub or hub configuration that's an issue.  I have tried turning off the firewall but no joy.  Any suggestions would be appreciated, I hope I am not the first to have this issue and I am keen to have it working.  Thanks. 

[#2 · Accepted solution]

Update:  Called PlusNet tech staff (really helpful), and they told me the issue seems to have been caused by a Static IP address on the router causing an error.  This can be reset by doing a factory reset (using a paperclip) on the Hub, which takes a few minutes to go off, then come on and off a few times.  If this doesn't work, turn the hub off and leave it off for about 30 mins, when it turns back on it will assign a different IP address. Its important to leave this a while to ensure a different IP is assigned when it turns back on to clear the error. WiFi calling is effected by the IP address, if your phone carrier can't find or recognise the IP, it will not connect WiFi calling.    

[#3]

Moderator's note:
Thread moved from Full Fibre to My Router

[#4]

@GR3  Has the advice given by the really helpful staff person actually fixed your problem? Because it sounds like a load of nonsense to me. If you actually do have a static IP address  ( have you requested one in the past?) then a factory reset or turning the hub off for a while will not make any difference, you will still have the same address and anyway a static IP address is not a problem for WiFi calling and will not cause an error.

There is something that does stop WiFi calling working and that is the Plusnet firewall which may be enabled. Check in your account in the member centre and see if it is active? It needs to be set to low or disabled for WiFi calling to work.

[#5]

Could also be another one of those apple "features" and at culprit could be something called Apple private relay try turning it off on the Iphone settings if its on and see what happens

[#6]

The day before I tried the firewall settings (fully off, then low etc) & the other settings. Nothing worked. When the engineer was on the call they did access the router, could have done something else that I didn’t see. The factory reset seemed to work, but I have minimal knowledge of tech like this. Thanks for info, always useful to gain knowledge in case it ever repeats (hopefully not)

[#7]

@GR3 but did you restart the router or drop the PPPoE connection after the changes ?

Firewall changes only take effect when the PPPoE connection is remade.