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.

[#8]

Hi everyone. I’m new to the forum so apologies if I’ve posted in the wrong place!
We have and iPhone 12 and iPhone 14 which have been working on WiFi calling for a couple of years now. About 2 weeks ago it stopped working, however it will work in neighbours and fiends homes with a variety of broadband suppliers. We have a very poor signal where we live. I’ve tried the suggested fixes and made contact with Plusnet who have tried a number of things, this week they sent me a replacement Hub2. It still doesn’t work. I’ve been over an hour talking to Plusnet today and they are at a loss. They were extremely helpful but couldn’t suggest any fixes. Any suggestions? Thank you

[#9]

Welcome to the forum, @Peter69 . Don't know if you've tried this, but get the phones to 'forget' your home network, totally reboot them, and then reconnect to your network.

[#10]

Thanks so much for your quick response. Just done a hard reset on both phones — sadly still not working. I did a factory reset on the phone earlier today too. Really lost for ideas. What’s so odd is that has worked perfectly for a few years and works in other peoples homes. Thanks again

[#11]

@Peter69 

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@Peter69 wrote:

 Any suggestions ?

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I don't have a Hub 2 or iPhones, but do have working WiFi calling, the first two things I would try, would be -

Ensure that the "Enable SIP ALG" is set to "NO", as shown below -

Change the "DNS Servers" settings for "Auto", "Primary DNS", and "Secondary DNS" to be as shown below -

Having saved the changes, reboot your router, then restart the mobile phones, and see whether WiFi calling is any better.

.

[#12]

Again thanks for your response. I’ll try later and report back. Appreciate your help

[#13]

@Peter69  Don't bother with the SIP Alg setting it is related to VOIP and nothing to do with Wi-Fi calling. 

I have found in the past that the Plusnet member centre firewall can stop Wi-Fi calling, check that is set to off or low.

It is a throwback to the days of ADSL modems directly connected to your PC, not needed with routers with their own firewalls.

[#14]

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@RealAleMadrid wrote:

I have found in the past that the Plusnet member centre firewall can stop Wi-Fi calling

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@Peter69 

I think https://www.plus.net/member-centre/broadband/firewall is where you'll find that firewall (if present on your account).

.

[#15]

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@RealAleMadrid wrote:

Don't bother with the SIP Alg setting it is related to VOIP and nothing to do with Wi-Fi calling. 

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Google says otherwise -