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Another New iD Mobile User Unable to Use Wi-Fi Calling

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Have recently ported my number into iD Mobile and have been unable to make or receive Wi-Fi calls on my iPhone 12 Pro.  It used to work on my phone with my previous provider, EE.

I’ve tried all the suggestions on here, resetting network settings, removing SIM etc.

Seem to be a number of users with similar issues.

This was particularly irritating while on holiday in the Scilly Isles over the last couple of weeks.

If it matters, my home ISP is Zen on an FttP connection.

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Best answer by andewhite 24 August 2022, 14:56

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andewhite
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Like @Arcticpollen and @WelshPaul, I’m with SMARTY now.

I switched after SMARTY updated their online list of devices supported for their Wi-Fi Calling service - see https://help.smarty.co.uk/en/articles/4237414-which-devices-are-compatible-with-wifi-calling.

In addition, I’m able to manage 2 plans from one online account - happy days.

WelshPaul
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Doesn't matter who supplies an iPhone, be it an apple store or a local network provider, they all have the same generic software as Apple doesn't let anyone customise their software. Android however is a different matter.

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Have been ported over successfully today and WiFi calling still working fine on SMARTY.

Quite impressed with their offerings - £8 pm unlimited calls/texts with 12GB data and have used the spare SIM they included for my iPad and signed it up for 30GB a month data for £10.

EU roaming is included and you can group family members together into one account and get a 10% monthly discount.

Can’t see anything to dislike really!  Quite a find, thanks iD for forcing me to look around for alternatives!

WelshPaul
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All iPhones run the same software no matter where in the world it was purchased. The "Grey imports" theory only applies to Android phones, as network operators customise the firmware etc. Apple doesn't let anyone mess with or customise iOS.

WelshPaul
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It has to be either a SIM Card issue or account related issue. If VoLTE & WiFi Calling are showing as being enabled on the account, have iD Mobile tried disabling and re-enabling them? This has worked on other networks such as Vodafone in the past.

Failing that, try popping your SIM in an android handset and try disabling VoLTE yourself and then re-enable it.

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No problem. Hope you get it sorted out and if and when please report back to this thread 

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Just to keep the thread updated.  Just had another session with a very helpful member of staff in the complaints team.

Still unable to get WiFi calling working so a replacement SIM is on its way.

Fingers crossed...

andewhite
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Hello @Arcticpollen,

I’ve got an unlocked iPhone 13 and haven’t had trouble using the iD Wi-Fi Calling service, which is great as I’m in a mobile not-spot.

Given you recently ported your number to iD, maybe try the live chat service to get your plan’s network account settings checked.

Did you get your iPhone from EE?
If you did, it’s possible it’s got some EE customisations impairing Wi-Fi Calling with iD Mobile.

Otherwise, here’s some generic trouble-shooting you might not have tried:

  1. Download the latest software update for your phone.
  2. Check the phone manufacturer’s website to make sure Wi-Fi Calling is supported with your device.
  3. Check your device settings to make sure Wi-Fi Calling is turned ON (it can sometimes turn OFF when you switch network provider).
  4. Make sure your network provider allows Wi-Fi Calling with your plan.
  5. Make sure Wi-Fi Calling is activated in your plan’s network account settings (some network providers turn it OFF by default).
  6. Get your network provider to help rectify the issue, otherwise return your SIM within 14 days of purchase (if you bought it online).

I hope you get this sorted - good luck.

 

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Thanks @andewhite 

The iPhone is bang up to date on iOS 15.4.1 with iD mobile provider settings ver 50.0.which is much later than the recommended minimum ver 31.1.  I’ve tried turning Wi-Fi calling on and off.

The phone was bought SIM free from John Lewis and its only contact with EE was using one of their SIMs.

I found the live chat bot to be completely pointless - no one real has ever jumped in when I’ve tired it.

andewhite
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Okay @Arcticpollen, type “talk to a person” after you connect on live chat - that way you’ll avoid the 24/7 chat-bot. 

I’ve got iOS 15.3.1 and mobile provider settings v49.0.
There doesn’t appear to be an obvious reason for iD Wi-Fi Calling service to not work with your device.

Don’t despair, although it may take a few days I’m sure you’ll get Wi-Fi Calling to work with iD Mobile.

BTW, you can also send a private message (PM) to iD Mobile via facebook or twitter.

It’s best to contact iD between 9am - 6pm - that way you can chat or PM with a real person.

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It’s really quite annoying.  The only reason I chose iD Mobile to move to was the Wi-Fi calling.

WelshPaul
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Do you have an option to enable/disable VoLTE?

andewhite
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Don’t despair @Arcticpollen, although it may not be working immediately I’m sure you will get Wi-Fi Calling to work with iD Mobile.

If you’ve lost hope, then besides EE and iD there are a number of other UK mobile networks offering a Wi-Fi Calling service:

  • ASDA Mobile
  • BT Mobile
  • O2
  • Sky Mobile
  • SMARTY
  • Virgin Mobile
  • Vodafone
  • VOXI

On ASDA Mobile, they say it takes 7 days, after SIM activation, before the Wi-Fi Calling service is available.

Anyway, good luck.

 

 

 

 

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@WelshPaul - no, just mobile data options to enable roaming (on), voice and data (set to 5G auto) and data mode (standard).

In network selection, it just shows ID and not ID WiFi Calling as I’ve seen in some screen shots on these pages.

The SIM was activated 3 or 4 weeks ago now.

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If I enable airplane mode but switch WiFi back on, I can’t make calls.

andewhite
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If I enable airplane mode but switch WiFi back on, I can’t make calls.

That’s strange @Arcticpollen, I’ve no trouble making/receiving Wi-Fi Calls on my iPhone in the following mode:

Perhaps you can try somewhere that has good mobile reception and a good Wi-Fi network signal?

Also, @davidlan and @HollieS had Wi-Fi Calling problems (first described here), which they solved by:

1) Rechecking all settings on the phone
2) Rebooting the broadband router/Wi-Fi hub, while phone was in Wi-Fi Calling mode

Worth a try? 
Might fix your problem too - good luck.

 

WelshPaul
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@andewhite do you have an option to enable or disable VoLTE?

andewhite
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@andewhite do you have an option to enable or disable VoLTE?

Nope, that option appears to have been removed in iOS 15, if your iPhone is 5G capable.

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It’s nothing to do with my home network.  It wasn’t working in the holiday cottage I was staying in last week.

As a test, my corporate iPhone on Vodafone (with Wi-Fi calling enabled) is able to make Wi-Fi calls from home fine.  If I put the Vodafone SIM into my personal device, again, I can make Wi-Fi calls.

With my iD SIM in the corporate phone, no Wi-Fi calls.  It’s definitely the SIM or my iD account that’s screwed.

Anyone from support or customer services monitoring the community pages?

andewhite
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Anyone from support or customer services monitoring the community pages?

There’s no immediacy to support from iD to issues raised in this forum.
Right now, the iD community support team seem to be several days behind reading posts.

Your best option is their live chat service, but type “talk to a person” after you connect to avoid the 24/7 chat-bot. 

You can also send a private message (PM) to iD Mobile via facebook or twitter.

It’s best to contact iD between 9am - 6pm - you should then get to chat or PM with a real person.

 

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Still no joy with the new SIM 24 hours after activating it.  Have repeated my previous test by swapping my work Vodafone SIM into my personal phone and my iD SIM into the work phone.

Can make/receive Wi-Fi calls on my personal phone with the Vodafone SIM in it and while in airplane mode without changing any other settings.  Work phone refuses to make/receive Wi-Fi calls when my iD SIM is in it.

Had another session with the complaints team who have pinged it back to support.

Ho hum...

andewhite
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How frustrating.

On the plus side, at least you’ve got a direct point-of-contact in iD complaints. 

Earlier in the thread you mentioned porting to iD (4 - 5 weeks ago) - who was your previous mobile network provider?

 

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@andewhite - I was on Orange/EE for years with Wi-Fi calling available from whenever Apple included the facility on their handsets.

I moved from them to PlusNet earlier this year (EE based MVNO) and the onto iD when I moved my home internet connection from PlusNet to ZEN.  PN give you “mates rates” deals on your mobile deal if you have your home broadband with them which I was going to lose after migrating to ZEN.

andewhite
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Okay, thanks @Arcticpollen.

It’s very odd - to use Wi-Fi Calling, the iD network account just needs to know about the provider’s (iD) IPsec gateway, needed for the VPN tunnel used to access the provider’s carrier network from the device.

Your iPhone does this when using the Vodafone SIM. My iPhone does it with my iD SIM. 

It does seem like something’s misconfigured on your iD network account - maybe this happened when the number was ported over from plusnet.

I wonder how often iD Mobile port numbers from another MVNO?

 

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@andewhite - very odd indeed. My personal iPhone 12 Pro is quite happy to use Wi-Fi calling when I put my work Vodafone SIM in it yet on the same home Wi-Fi and internet connection, it’s a no go with the iD SIM.

It’s got to be something to do with my iD account setup but I would have hoped they would have worked out what the issue is by now.

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