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New Member

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2 Messages

Mon, Jan 20, 2020 12:36 AM

In WIFI calling mode several incoming calls go directly to voice mail

As an AT&T customer (4 phones, home wifi, ATT TV) I have very poor or no cell coverage inside my house. After the AT&T Microcell stopped working and AT&T support could not solve the problem, AT&T setup wifi calling in all iphones (7;10;10R all with ios13.3.)

Majority (not all) of the incoming calls in any of the phones go directly to voice mail .

Most of the time (not all) when trying to make an outside call, get "call failed" and after a few attempts then the call goes out.

Less problems with txt message.

If i switch wifi off and then on, seems some improvement. Tried with airplane mode and didnt solve the problem. All settings reset already done. Also seems that when the iphone is in sleep mode for a while the situation is worst. No problem using internet browsing or any other phone app. Home wifi service is working well.

ATT support is involved for more than 90 days, contacted apple support several times, they even run a diagnostic in the 10R (at the store) and no one could still solve the problem.

The case number is still opened at ATT specialized support. They are still looking for a solution. Already spent hours and hours over the phone with AT&T support.

Any idea how to fix this?

Thank you

Responses

Brand User
ATTHelp

Administrator

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108.4K Messages

4 weeks ago

Hello, @hmr2013,

 

Thanks for reaching out. When was the case opened on the Wi-Fi calling issues? Are you receiving any error messages or any issues sending or receiving texts, too? Please let us know.

 

James, AT&T Community Specialist

*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.

New Member

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2 Messages

Hi James, good to hear from you, thank you.

The case was open at end of October/beginning of November 2019.

The main problem is receiving and making calls as I explained in my first message. The Txt some times didn't go (not delivered) specially if for non iphone users, or if I go out of my wifi coverage and have LTE coverage then I get a lot of messages at once. BUT as I said this is a minor problem now. I am focused on solving the incoming and outcoming calls.

Wheeling ICU Team <edited> was involved for weeks, looking to all my recorded calls, asking me to do a lot of test calls. At the end the AT&T technician confirmed the problem. Then they moved the case to the AT&T Home Wifi team. They did some test but could find any problem. Anyway they replaced the router (ARRIS) and the problem kept being the same. Then the case moved back to AT&T mobility team... where it is right now.

Just to be sure the problem is not in the iphones, I already contacted Apple Support twice, even went to a local Apple store where their technical run a phone diagnostic and checked all settings and all is ok. Apple recommended to follow up with AT&T.

Thank you for your attention

(edited)

Brand User
ATTHelp

Administrator

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108.4K Messages

Hello @hmr2013,

 

Thank you for informing us. We absolutely understand your frustration due to the inconvenience of these issues that you've been experiencing with Wi-Fi Calling. We're glad to hear that the case is currently still being worked on. We sincerely appreciate your patience as we continue working towards a resolution for the issue. You'll be notified as soon as the case is closed. In the meantime, please let us know if you have any other questions or concerns.

 

Sean, AT&T Community Specialist

*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.
lizdance40

ACE - Sage

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70.1K Messages

4 weeks ago

That sounds to me like the phones do not have Wi-Fi calling enabled.
Copy & paste link to set up

https://www.imore.com/how-enable-wi-fi-calling-iphone

(edited)

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