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Teacher

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7 Messages

Mon, May 13, 2019 11:43 PM

Orbi + ATT Fiber + iOS WiFi calling

I'm having an issue with iOS WiFi calling and I thought I'd ask here for general ideas about what problems I might be running in to or where to look next. Attempting to diagnose this problem has been difficult and I'm not sure what piece I should focus on.
 
When I make a call I can hear the person speaking but they can't hear me. Sometimes I can get a few seconds of audio to go through, enough for them to hear me say Hello, but it cuts out after that. I've stayed on the line for a long time just to see what happens and they can continue to talk but they never hear anything from me.
I have ATT Fiber using the Pace 5268AC residential gateway. Behind that is my netgear Orbi mesh system. On the Pace I have the Orbi in the DMZ+, that's about as good as I can get for the RG to act as a dumb modem. I live in an area where my cell service with ATT goes between no reception and 2 bars, so WiFi calling is pretty essential for good calls. I should add that I previously had a Linksys Velop system and the same issue with wifi calling occurred. So I'm starting to think it's something between the modem and the wifi/router system.
 
I don't think it's the phone since my wife and I have the same problems.
 
I've done a bit of testing by connecting to the modem's wifi and I don't have issues with wifi calling.
 
My network itself isn't too complicated. Internet -> Modem (Pace 5268 AC) -> Orbi -> Umanaged switch for hardware devices along with the WiFi the orbi puts out. I should note that the modem is also an wifi access point but I've turned the wifi radios off.
 
Ideas?

Responses

Accepted Solution

Official Solution

Teacher

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7 Messages

10 months ago

You've got several options to fix this.

 

If you have a modem from AT&T, ask them for the BGW 210 model. However you may just want to outright purchase the modem from a seller on eBay, so that you're not paying a modem rental fee. In less than a year it'll pay for itself.

 

Something like this BGW210-700 on eBay

 

If you don't want to buy a modem and AT&T won't give you a new one there is a workaround that appeared to solve my issue. 

 

Brand User
ATTHelp

Administrator

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111.7K Messages

10 months ago

Hello there @Aiku1337,

 

Thanks for reaching out in the Forums, we can help to improve your iOS Wi-Fi calling.

 

To start, we can look at How to Improve WiFi connections and Wi-Fi Help.

 

Are you receiving a consistent Wi-Fi connection? The article above contains some steps and information to improve your connection. 

 

Check out this article, About Wi-Fi Calling. You'll find the requirements for Wi-fi calling and limitations.

 

Let us know if the troubleshooting article provided helped!

 

 

Denise, AT&T Community Specialist

 

 

 

 

 

 

 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
tonydi

Guru

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534 Messages

10 months ago

I'll give you the same advice here as I did on the DSLReports.com site.  Post in the Netgear Community Orbi forum.  It seems clear to me that the AT&T side of things is fine since you've tested wifi calling on the Pace and it works fine.  Not sure why you are avoiding talking to the one group that would have the most experience with the device that seems to be the issue.

lindros2

Teacher

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38 Messages

it's not fine. The Pace 5268 has a bug which blocks wifi calling WHEN PASTHROUGH (DMZplus) is enabled.

Disabling it causes a double-NAT, whch is another big issue.

For people that need coax, there isnt an alternative.

This continues in December, 2019.

Teacher

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7 Messages

10 months ago

Not avoiding. The Orbi forum software is harder to navigate. Eventually I
figured out where to post but I got distracted and never actually submitted
the question.

In any case, DSL Reports was helpful. If you visit the thread someone
pointed out that the modem (Pace 5268 AC for others that may stumble here)
I was issued by ATT has a well known firmware bug That among other things
appears to contribute to the WiFi calling instability.

On another thread here on the ATT forums they detail a workaround. I’m
getting a new modem, but in the meantime the workaround fixed Wi-Fi
calling.

Contributor

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2 Messages

10 months ago

I have the exact same problem - can hear people but they can't hear me.  How did you get a new modem as I have the same model?

tonydi

Guru

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534 Messages

10 months ago

If you have a modem from AT&T, ask them for the BGW 210 model. However you may just want to outright purchase the modem from a seller on eBay, so that you're not paying a modem rental fee. In less than a year it'll pay for itself.

        Since when did AT&T start charging a modem rental fee?????

 

       @Wandering123    Call AT&T Support and see if they'll send you a replacement modem.  Despite what they may tell you, you won't get the BGW-200 because they're only supplying them via truck rolls.

 

         However, the Pace gateways just started getting a new firmware update pushed to them which fixed a number of issues.  See if yours has firmware 11.2.1.531810.  If not, you can either wait until it downloads or go here and grab the file....

 

http://gateway.c01.sbcglobal.net/firmware/00D09E/11.2.1.531810-PROD/att-5268-11.2.1.531810_prod_lightspeed-install.pkgstream

Teacher

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7 Messages

10 months ago

Since when did AT&T start charging a modem rental fee?????

Unsure. I just noticed that some time last year my bill went up with an equipment rental fee attached. I had been paying this fee for several months without noticing. I guess that's the downside of bundling cellular with internet. Harder to spot increases. Anyway, Calling customer service they said that they weren't including the modem for free anymore. So I just went and bought one.

tonydi

Guru

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534 Messages

10 months ago

Shocking that an AT&T CSR would tell you something that's not true!  Oh wait, no, it happens all the time.

 

There's definitely no fee for a Uverse modem so you might want to push back and see what they decided to start billing you for.

my thoughts

Employee

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14.4K Messages

10 months ago

@tonydi 

Depending on when service and type of service there has been and currently is still gateway equipment fees of $4, $7 or $10.

 

From 2006 to 2015 bonded pairs, iptv, fiber accounts and business accounts had equipment fees of $4 (some grandfathered) or $7. If you were a single pair internet only or internet/voip account you had to purchase the gateway (510, 5031 or 3600) for $100. The purchased units had a 12 month warranty, after 12 months any dispatch for equipment issue was either charged $99 service call on personal equipment issue or sold a new gateway for another $100.

 

In January 2015 the company quit selling, requiring everyone to pay $7 fee for all new installs or any replaced gateways out of warranty. During these times all speed tiers were priced differently at $5 or $10 increments. Pro 3M list (2015) $47, Elite 6M $52, Max 12M $57, Max Plus 18M $62, Max Turbo 24M $72, Power 45M $82, Power Plus 75/8 $92. New customer promos were $17 off per month for 12 months then add $7 equipment fee for net $10 off list.

 

In 2016, promo speed tiers started to be bundled... 10M or less $30 plus $10 equipment fee for net $40. The 12, 18, 24 speed tiers were $50 with equipment fee included while the 45 and 75 were $60 with equipment fee included.

 

In 2017 more promo bundled pricing changes, up to 10 $30 plus $10 equipment fee for $40. The 10M to 50M became $40 with equipment fee included resulting in all speed tiers up to 50 being $40. The 75 and 100 were $60 and 1000 was $80 for 12 month pricing.

 

In May 2018, new customer pricing changed again... Less than 10 $40, 10 to 100 $50, 300 $70, 500 and 1000 $90 for 12 months.

 

If a customer ordered service in 2015 or before has $7 equipment fee, if ordered in 2016 or 2017 with lower speed tier has $10 equipment.

 

The current new customer promotions in 2019 do not mention equipment fee but 5M or less is still $40 just like in 2016 when had $30 internet plus $10 fee for $40.

 

Conclusion, equipment fees still exist based upon age and type of account. I am sure there are still grandfathered accounts from before 2012 paying $4 a month for their gateway.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
tonydi

Guru

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534 Messages

10 months ago

That's a totally useless (and long) trip down memory lane since it completely ignores the fact that @Aiku1337 said he suddenly starting getting billed a separate "equipment fee".  I've never seen AT&T start charging for a modem/gateway for an existing account that hadn't been getting billed previously.

Tutor

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9 Messages

9 months ago

@tonydiMy Pace 5268AC has firmware version 11.2.1.531810-att and I still have the same problem?  I'll call ATT and see about getting the BGW.  Is there any other workaround I should try?

tonydi

Guru

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534 Messages

9 months ago

It appears as though AT&T still hasn't fixed this problem.  Have you tried the "Airplane Mode" fix?  Here's a link to a thread about this problem. 

 

https://forums.att.com/t5/Apple/iOS-11-4-1-WiFi-Calling-not-working/m-p/5872267/highlight/true#M314086

 

Seems it works for some and not for others.

 

As I mentioned upthread, the only way to get the BGW is to have a truck roll to your place.  At last report, they still don't have enough BGW's so they've limited them to truck inventory. 

 

Are you using Wifi Calling just at home because you don't have good cell coverage?  If so, maybe look on eBay for an AT&T Microcell. They're discontinued and AT&T will be shutting down support for them supposedly in a few years but it would buy you time.

Tutor

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9 Messages

9 months ago

My phone says "Sprint Wi-Fi", so as far as the iPhone is concerned, it thinks WiFi calling works.  And it does, for about 10 seconds before the person on the other end can't hear me anymore.    In this case, the Airplane Mode trick may not improve things but I'll try it.

 

Sprint's coverage at my house is spotty, hence the need for WiFi calling.  Plus calls over WiFi sound better.

tonydi

Guru

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534 Messages

9 months ago

Ooops, sorry, I thought you had AT&T cell service so forget about the MicroCell idea. Smiley Frustrated

 

Hopefully the Airplane mode will fix it for you.

Tutor

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4 Messages

9 months ago

I have been having identical issues with WIFI calling as well for many months now. The past days I had some time to do an extensive and thorough troubleshooting and have been able to nail the problem in a consistent and repeatable pattern.

 

The problem is indeed the ATT modem (Pace 5268AC).

 

When I have the modem in DMZ plus mode the wifi calling problem occurs, when I turn off the DMZ plus then it works no issues. I am using the ATT modem (just as modem) and I am using another router to perform routing / WIFI AP. I have also switched the internal router to both AP only and Router mode and performance does not change. I have also tried multiple routers (ASUS, Netgear Orbi) and problem manifests same way.

 

The moment I switch DMZ plus wifi calling breaks, my guess its because its not a true bridge mode.  The way it breaks is consistent also. The call starts fine and both parties can hear each other. Within 20 secs the other party cannot hear me, while I can hear them when they talk. Then within a total 30 secs the call drops. Actually to be fair the duration of the call before it drops depends on the internal router. When I used an ASUS router call could last around 20 secs. When I tried with a netgear orbi it only lasted a few seconds almost immediate drop. 

 

Similarly to other users here I have no options configuration wise. On one hand I need the DMZ plus cause I have public endpoints configured on my internal router and has to have the public IP mapped to it. On the other hand my ATT coverage in the neighborhood is extremely poor, 1 bar most times, 2 if I get lucky, so WIFI calling is a bare necessity.  I don't understand why the crappy modem does not have a clean bridge mode that all the other modems on this planet have since the inception of DSL. This is the first time I have to struggle with such a simple functionality.

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