Find the perfect gift for the grad in your life with Graduation gifts that connects us from AT&T.
Get the myAT&T app
sourcitrus's profile

New Member

 • 

3 Messages

Saturday, March 19th, 2022 4:13 AM

Wi-Fi calling appears to be broken and unfixable on my account.

My Samsung Galaxy Note 9 does not have an option in the settings to turn on Wi-Fi calling.  It has the latest software updates.  I've made multiple calls to AT&T tech support, and a visit to an AT&T store.  Each person I talk to has a different take on the problem, blaming the device itself, my account provisions, the type of account, and various back-end issues.  Customer service has been very positive about sorting this out, but ultimately unsuccessful.  I think this bug is a real doozy.

[begin backstory]

Long before wi-fi calling was an option, I used a MicroCell at home.  This was an At&T-provided MicroCell manufactured by Cisco, not a CellBooster or anything else.  It worked great for years.  I used several devices with it over the years, including iPhones and a couple of Note 9s.  Even after wi-fi calling became an option, I continued to use the MicroCell anyway because it had proven itself to be very, very reliable.

Then I found myself working in various metal buildings where there's little if any cellular reception.  I don't own the buildings and I certainly can't install a MicroCell or CellBooster in all of them.  ...but the buildings do have wi-fi.

I decided to forego using my trusty ol' MicroCell and instead use wi-fi calling at home and everywhere else, now that it's finally supported.

[end backstory]

Unfortunately, the option to turn on the wi-fi calling feature on my phone (Note 9) does not appear in the settings.  A search for "wi-fi calling" inside the settings app shows that the wi-fi calling app itself exists on my device.  Looking over the shoulder of the guy at the AT&T store showed the feature is enabled on my account, just as the tech support people over the phone have told me.  My phone is supposed to be capable of wi-fi calling, and my account is supposed to be capable of it.  ...but no dice.

I have a couple of hunches about how this problem may have come to be.  One guess is that the use of both an Apple and Samsung device on the same account with a MicroCell has crossed something up on the back end.  Something like:  The setting to choose between MicroCell calling or wi-fi calling was toggled to MicroCell mode when I used an iPhone, but now I'm using an Android device and the setting doesn't toggle back correctly.  Sounds dubious, but maybe?

The other guess, which I think is more likely, has to do with the way the MicroCells were phased out.  Even though the MicroCells were supposed to go away completely (something about 3G), my MicroCell continued to work after the deadline and I continued to use it.  I had noticed however that the web portal for managing the MicroCells no longer worked.  The web portal would ask me to select the account number associated with the MicroCell from a drop-down menu, but this menu simply isn't there for me to chose from.  I have been told by AT&T tech support that it's not possible to use a MicroCell and wi-fi calling on the same device (although this is contradicted by various people on the internet who claim to use both simultaneously.)  Perhaps the necessary mechanism on the back-end used for changing modes between MicroCell calling and wi-fi calling was disposed of along with support for MicroCells?  Perhaps without this mechanism, I'm stuck in Limbo?  I can imagine a situation where the old mechanism and new mechanism might toggle a slightly different collection of settings and the new mechanism is missing one critical setting.  Also a long shot theory, but again, maybe?

In any case, me and the poor tech support people have been though the wringer trying to fix this.  I've spent many hours over many weeks on the phone with customer service to no avail.  Most of them are trying their darnedest to help.  I generally like AT&T and mostly praise them and their customer service people, but when it's a tough problem like this one, they don't seem to be able to effectively deal with it.  Each call begins by wasting half an hour going through the obvious stuff which the online tutorials discuss.  Then another half hour is wasted going through some more advanced stuff on their end.  Then I get ratcheted up the support ladder until either a solution is offered which requires me to wait 24-48 hours, or we get disconnected.  Then the process begins again a few days later when I find the time to devote to another attempt.  I can't fault them for having difficulty fixing a truly tough problem, but I'm finding fault in the system which doesn't follow up on an unresolved issue.  I presume a ticket is opened each time.  None of them should have been closed.

I'm considering moving to another carrier.  Not because I want to leave AT&T, but as a way to fully and completely reset my account.  I'd probably move back, unless I was super thrilled with the other carrier.  Surely there has to be a better way.

As a troubleshooting step, I've also considered borrowing another device, or using another SIM card in my device, but I don't believe I can simply swap them back and forth without help from AT&T.  This seems like something a retail store could easily do, but my last visit to one didn't leave me with the impression they were particularly eager to get involved.

Anybody have any ideas which might move the ball in the right direction?

(Screenshot while on another unsuccessful call with AT&T tech support.)

New Member

 • 

3 Messages

2 years ago

(The wi-fi calling app which can be found by searching for wi-fi calling in the settings app.)

(edited)

ACE - Expert

 • 

23.9K Messages

2 years ago

What model number?

New Member

 • 

3 Messages

2 years ago

SM-N960U1

Community Support

 • 

232.1K Messages

2 years ago

Hey there @sourcitrus! We want to help. Let’s meet in a Direct Message (DM) to discuss why you're unable to use Wi-Fi Calling on your supported device.

 

Please check your Direct Message Inbox for a message being sent to you. Look for the chat icon next to the bell icon in the upper right corner of the Forums page.

 

In the meantime, in case you want to know more about Wi-Fi Calling, we invite you to visit Stay connected with Wi-Fi Calling. While there, check out More info about Wi-Fi Calling:

 

Want to know if you’re using Wi-Fi Calling? Look next to the Wi-Fi icon on your phone’s status bar. Apple devices will show AT&T Wi-Fi. Android devices will have a plus sign (+). On Android phones, you’ll also see a Wi-Fi icon on the Start call and End call buttons, and on the active call status indicator.

  • Apple devices will show AT&T Wi-Fi.
  • Android devices will have a plus sign (+). On Android phones, you’ll also see a Wi-Fi icon on the Start call and End call buttons, and on the Active Call status icon.
  • Wi-Fi Calling doesn’t support calls to 211, 311, 511, and 811.
  • You can’t use Wi-Fi Calling in China, Cuba, North Korea, India, Iran, Israel, Pakistan, Saudi Arabia, Sudan, Syria, Turkey, United Arab Emirates, or Vietnam.
  • If your phone has a setting to keep Wi-Fi on while in sleep mode, we recommend you turn it on so you don’t miss calls.
  • You can sync your Apple devices, so they can all use Wi-Fi Calling. Learn about Number Sync.

Also, if you move in or out of Wi-Fi coverage while on a Wi-Fi call, your call will disconnect unless you have AT&T HD Voice coverage (911 calls will disconnect even if you're within HD Voice coverage). HD Voice isn't available everywhere.

 

To enable Wi-Fi Calling, you must have a postpaid wireless account provisioned for HD Voice. Go to Get higher voice quality with AT&T HD Voice for more details.

 

Make sure to watch out for that message in the DM. We want to make sure that your device is able  to stay connected when cellular coverage isn’t available.

 

Lar, AT&T Community Specialist

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.