Question

Unable to send text messages using WiFi Calling

  • 11 October 2018
  • 29 replies
  • 2537 views

I can receive calls and texts using WiFi Calling + able to make outgoing calls using WiFi Calling. But unable to send texts - immediate message states "Not Delivered".

However, if I text my own phone - text is immediately delivered.

Apple iPhone SE (iOS 12.0), iD Mobile SIM, BT Home Hub 6

Advice sought please

29 replies

Userlevel 6
Badge +6
Hi @PaBloX,

Welcome to the iD Community!

I'm sorry to hear this. Does this issue happen when you're connected to different WiFi connections too?

Also, how long has this been happening for? Sometimes a number port or a SIM card change can cause temporary issues with WiFi calling.

Ryan
Thanks for your reply Ryan

Does this issue happen when you're connected to different WiFi connections too?


Not been able to ascertain this as yet. Texts (other than to my own phone) will send once connected to mobile network

Also, how long has this been happening for?


iPhone SE and iDmobile SIM only purchased late September - and initially txt messages were successful via WiFi Calling. Since then not used this service until yesterday's failure

Hope that helps?

Paul
Does this issue happen when you're connected to different WiFi connections too?


Only just been able to connect to a different WiFi connection . . .

and YES, still unable to send a text, but can make a call using a different WiFi connection

(so presumably that rules out any issues with my home BT router/hub settings?)

Apple iPhone SE (iOS 12.0), iD Mobile SIM, BT Home Hub 6
Userlevel 4
Badge +6
If you use iMessaging, can you turn this off and replicate texting yourself please.
Do you receive texts over Wifi from other non iPhone users?

-Phil
^ Thanks Phil.


I am using the default "Messages" (green icon with white empty quote cloud) on the iPhone for texting - is this what you refer to as "iMessaging"?

As a somewhat mature newbie (so please be gentle with me😉) . . .

. . . how would I otherwise send, or receive a text using an iPhone SE, my iD mobile SIM and WiFi Calling?
If you use iMessaging, can you turn this off and replicate texting yourself please.

Having gone Settings> Messages, I discovered iMessage and turned it off. Resent what I assumed to be an text, from the Messages app, to myself and NO it did't work.

Many thanks, Paul
Do you receive texts over Wifi from other non iPhone users?

Yes, just received a txt from an Android and I'm at home only able to use WiFi Calling.

But, my reply to it is not delivered!

Thanks, Paul
Userlevel 6
Badge +6
Hi @PaBloX,

Thank you for confirming that information.

Would you say that the WiFi calling issue arose when you updated your phone to iOS 12 from iOS 11, or did this stop working before you managed to update?

The reason I ask this is because I think this might be an iOS compatibility issue at this time and it may need feeding back, just in case.

Ryan
Hi Ryan, thanks for your response


Would you say that the WiFi calling issue arose when you updated your phone to iOS 12 from iOS 11, or did this stop working before you managed to update?


I bought the new iPhone SE with iOS 12 installed as far as I remember??? Purchased 20th September

I'm just back at home (where there's no mobile coverage, hence wanting a phone and network like iD for WiFi Calling) - and this is very strange?:

One of the text messages from an Android phone I received earlier today at home (via Wifi Calling), and which I was unable to reply to - I've just clicked the red ! "Not Delivered" and it brought up a pop up pane, asking whether to "Try Again" or Cancel. I tapped "Try Again" and the original text was sent without any alarm (and just had confirmation that my particular text via WiFi Calling was received by my Android friend!)

THEN I tried the same thing with the second earlier in the day text form another Android phone, which arrived via WiFi Calling also - and it refused to deliver!

There seem to be peculiar inconsistencies

Thanks again, Paul
Further developments today:

Spent over an hour on the phone with Apple, running remote diagnostics and going through a whole raft of settings changes etc etc. They were able to 'share' my iPhone screen and could see for the themselves that some SMS messages were sent, but during all the testing we did, none were possible (not forgetting this is a WiFi Calling problem only with some outgoing SMS - all incoming SMS works fine via WiFi Calling).

Everything short of completely re loading a new whole iOS was tried. The issue wasn't resolved. Apple suggested swapping out the SIM card for another, just to see if that fixed the intermittent problem. Unfortunately I don't know of anyone who has a SIM that is WiFi Calling compatible, with which to diagnose.☹
Ok, this is nuts!

Just tried to resend an SMS via WiFi Calling to an Android friend - and re-tried at least 6 times earlier today when Apple were asking me to do so - and it's (the original message from this morning) has been sent this time after tapping "Retry" for at least the 7th time today!

There was another "test" SMS attempted this morning repeatedly (to the same person) - without success. Retrying again just now and another fail, even though the one mentioned ^ above was successful.

The inconsistency and intermittency are . . . . bizarre
Userlevel 6
Badge +6
Hi @PaBloX,

I agree, this is definitely bizarre, and something that doesn't seem straight forward to diagnose given the inconsistencies of the SMS outcomes. Without being able to test the SIM card in another WiFi calling compatible device, we might be best trying to replace the SIM card first.

Have you been given a new SIM card since this fault happened? If not, please get in touch with our Live Chat team here and we'll have a new SIM card ordered for you.

I'll also pop you over a PM now with additional ways of contacting us.

Ryan
Hi Ryan

Many thanks for your reply and PM, much appreciated.

Have you been given a new SIM card since this fault happened? If not, please get in touch with our Live Chat team here and we'll have a new SIM card ordered for you.


No. This SIM is the original one delivered in September - and the only one used in this iPhone since.

I'll contact as suggested.

Thanks again, Paul
Hi again Ryan

Regarding your suggestions on how to contact iD mobile - Live Chat was unavailable on my browser when I tried and I don’t participate in any “Social Media” platforms. So I called 7777 as indicated in the iD mobile website.

I spoke with an advisor - and of course had to go through the whole process of detailing the problem and what had been tried so far.

I also informed the advisor I’d raised the issue on the iD Community and you had offerred to send a new SIM to try and isolate or cure the problem.


The phone call was accidentally terminated by the advisor, who called me back and was most apologetic. She insisted we try some Settings changes, even though they had been investigated before. One setting change terminated the phone call again.

The adviser rang back a second time. Her final suggestion was to power off the iPhone and turn back on - even though I explained this had been tried several times previously. She said if that didn’t work, I would have to call back again (it was the iPhone I was using for the conversation), as she could not call me again, as call backs were limited to 2 per adviser.

The iPhone was powered off and restarted and the issue was unchanged, so I rang 7777 again and had to got through the whole process again - even though the new adviser did have access to the previous one’s notes. I was put on hold twice for quite some time. Finally the adviser said she’d discussed the issue with a manager, who stated that “iD Mobile does not support SMS via WiFi Calling”. I pointed out that the iD mobile website sates that it does and could the manager be questioned about this. No further advice was forthcoming from the adviser, so the call was terminated. See screenshot which contradicts the ‘manager’.



Is there anyway you could get someone from your Customer Services team who you have briefed about your replacement SIM offer to simply call or email me? I will PM you with my number and email address used for my iD mobile account.

Many thanks again, Paul
Hi,

Ive got the same problem. I’ve come from EE who also offer WiFi Calling and I didn’t have this problem with them. Can you tell me if this problem with the network has been fixed?

Thank you
Hi Gs18,

No, the outgoing WiFi Calling text message issue hasn't been fixed. Making calls with WiFi Calling is no problem, receiving calls is no problem and even receiving text messages is no problem. It's just outgoing text messages that are the issue. 95% of the time it's impossible to send - but every now and again when I try one will successfully work!!

Still don't know whether the issue is the iDMobile SIM, the iPhone SE or the BT router/hub.

Had I been sent a replacement SIM card as helpful Ryan from iDMobile suggested*, it would have at least been possible to rule that out if the problem continued 😞

And frankly I've given up as I can live with it - the most important thing for me was WiFi Calling calls and incoming text messages when using WiFi Calling.

Hope you get your issue sorted

* As per Ryan's advice, I contacted iDMobile customer services and sadly got nowhere - see posts above
I’m interested to see what ID say because the problem is with the SIM card/network because the only thing that has changed with me is I’ve taken out the new sim with ID. The only reason I came with this company is for the WiFi calling. Luckily I’m only tied in for a month so if not resolved I’ll just go with someone else.
Is your problem the same as mine, ie; only outgoing text messages when using WiFi Calling?
Calls fine, receive some texts, all texts say unable to send or keep trying to send. Recipients receive some texts from me but this may be when I get a little network.
I also have been struggling to send texts when wifi calling but have just discovered that they really are being sent in spite of the failure message. I rang someone to apologise for not replying to a text only to be told he had received my reply 3 times! All well and good but the error does need to be sorted as one day I may really get a failure.
Mine is all sorted apart from photo messages. The rest seemed to just start working so hopefully the photo messages will just start working. If not I’ll call the company as it doesn’t look like they reply on here...
I now find I’m not receiving texts through WiFi! I’ve only been an Id for a couple of months and it took a few days for WiFi calling to work so I’ll wait a while.
@Gs18 @Cambridge Chris do you guys also have an iPhone SE as per @PaBloX ?
i have an iPhone SE, compatible with Wi-fi calling, but the sound quality from my handset (ID mobile sim) on Wi-fi call is atrocious- people can’t hear me.
I'm still experiencing intermittent problems trying to send txts via WiFi calling (iPhone SE). It's never been resolved. Receiving txts is ok and that is the most important thing for me, so I've just accepted it* 🙁 If there's a photo attached to an outgoing attempted txt, that seems to make it more likely? the txt won't be sent - but again, very occasionally it will be successful!

*If i truly need to send a txt, I cycle the 3 miles into the village, or walk most of the way up Snowdon - to get mobile coverage!
I have exactly the same problem, intermittently unable to send texts using WiFi calling. Doesn’t seem to be any pattern to it.
Has anyone been able to resolve this?
Thanks

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