Teacher
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7 Messages
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?
Accepted Solution
Official Solution
Aiku1337
Teacher
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7 Messages
5 years 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.
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ATTHelp
Community Support
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231.7K Messages
5 years 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
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tonydi
ACE - Guru
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9.9K Messages
5 years 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.
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Aiku1337
Teacher
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7 Messages
5 years ago
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.
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Wandering123
Contributor
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2 Messages
5 years 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?
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tonydi
ACE - Guru
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9.9K Messages
5 years ago
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
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Aiku1337
Teacher
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7 Messages
5 years ago
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.
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tonydi
ACE - Guru
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9.9K Messages
5 years 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.
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tonydi
ACE - Guru
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9.9K Messages
5 years 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.
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tyrion
Tutor
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9 Messages
5 years 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?
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