Calls Not Coming Through Using Wifi Calling

Both phones are up to date, operating systems and all system apps. In fact, about 20 minutes ago, he got a notice on his phone that he'd just had two missed calls, but the phone didn't ring either time. Nothing. And I forgot to turn off his WiFi calling so he just turned it off now. Honestly, this is kind of ridiculous and as much as I appreciate your responding, this is really something that should have been in the documentation when we signed up. That it doesn't work on Galaxy phones with Xfinity Mobile. And I'm not sure why it wouldn't since you use majority Verizon towers. But it's off now so hopefully, he won't miss any more work related calls. I, fortunately, turned my WiFi calling off yesterday and all calls to me came through today without issue.

@nightsmusic , I appreciate you taking the time to provide so much context and detail in your messages. WiFi Calling should be available on your phones, as the devices you mentioned aren't listed as being ineligible. I want to make sure we're on the same page and working on the full scope. Can you make outbound calls while Wi-Fi calling is enabled? Are you by chance noticing any issues making or receiving calls with your Xfinity Mobile service? 

I'm sorry, I received zero notification that you had replied to me. I'm having no problem whatsoever with my Xfinity service on the whole other than the reception in our home is unacceptable which is why we turned on WiFi calling in the first place. My husband's work phone is provided using Verizon and I know that Xfinity's primary service provider is also Verizon towers which, I'm sure, is why neither of us have service reasonable service here. Other than that, our phones make outbound and receive inbound calls normally unless our coverage area isn't good which just happens to be where our house sits. With WiFi calling on, outside of our home in other areas, I can't really address since as far as I know, the phones don't use that option. I have no idea if they do or not, I wouldn't know how they would connect to any other WiFi that isn't ours and we generally don't make calls on someone else's WiFi though my husband does while at work, but I don't know if they allow WiFi calling. Meaning, though it's turned on, I don't know if the phone can connect for that. Outbound calls here worked fine for us. Inbound calls wouldn't come through. Tonight, with the WiFi calling turned off, the call he made outbound was ridiculously staticky and he had to try three times before the call connected because of our dead zone. Turning it on and off to make calls is also not acceptable. So there you have it. I either don't turn it on and can't make calls though I can get them, but the connection in the home is bad, or I can turn it on and make outbound calls that are great, but can't receive any.

@nightsmusic How long has this all been going on for? 

@XfinityJodie​ Once again, I got no email notification that anyone had replied to me. This has been going on for oh...three? Four months now? Maybe a bit longer. It's extremely frustrating. I've turned off the WiFi calling and haven't had it happen since, but both my husband and I barely get two bars in the house so the actual connections are now terrible!

Edited to add: He's been having the problem longer than I have. It seems the newer the model phone, be it Galaxy (his is a Galaxy S21FE - mine is a Galaxy S22Ultra) or I'm seeing this complaint on multiple reddit and other site threads where the phones are 2023/2022 models are the ones reporting the problems. I upgraded a few months ago to the S22Ultra and that's when the problem really started for me. It didn't happen often when I had my Note 9, though it did still happen, but now it's all the time.

@pmkk11​ I'm told our incoming calls go straight to voicemail as well. I thought it was because I use YouMail so I deactivated it when the problem first started, restarted my phone in safe mode, cleared my cache, restarted my phone again but the problem persisted so it's got to be on Xfinity's side. I didn't have this problem when I had an older Galaxy model, only when I upgraded to the new one. And it appears that the problem affects hundreds of people with newer models and not just Galaxy phones. I'm lucky to get two bars in the house which is why I'd turned on the WiFi calling to begin with. This is ridiculous.

@pmkk11​ Same! My Wifi calling worked great at home until recently. I haven't changed anything - same gateway, phones, and location. Only changes would be mobile software updates. Either way, my wifi calling has become spotty. I've had to ask everyone to start leaving VMs if they call because I'm rarely receiving the calls, or even showing as a missed call, and then suddenly get a VM indicator. When I try to call or text out, often the call or text fails until I turn airplane mode on and then off to force a "reset". This will cause everything to work as expected for a brief time before the entire process starts again. It's beyond frustrating.

@pmkk11 Have you checked for a new update on your phones? Mine was having a similar issue but the newest update for my iPhone cleared connections issues. Have you also rebooted your modem, cleared cookies and cache on your devices?

@pmkk11​ same here. Same timeline. 

Does anyone know what the fix for this is?

I have to constantly turn on airplane mode then turn off airplane mode in order to get a text message out. (Texts come in ok usually).  Phone calls to my phone will usually not ring but go right to VM, and without my phone showing a missed call.  I usually cannot call out unless I restart my phone.  This is very hard to work with as I work from home and the ATT cell service is not good here so I have to use wifi calling.   Does anyone know what the fix for this is? It has been working fine here for 2 1/2 years up until a little over 2 months ago.  By the way, my sister and I both have Samsung Galaxy 22 Ultra and our Mom has one of the latest iPhones and we are all experiencing this issue in this same timeline, where we had no issues before.

Thank you! 

Ok good news. I saw the comments about making wifi preferred (under wifi calling settings -> calling preference).  I just changed mine from "mobile network preferred" to "wifi preferred" and so far I have been able to send out 10 consecutive text messages successfully without having to do airplane mode on/off!  I also called out ok and received a call without having to restart my phone.  

My next question.. what is the equivalent fix for iPhone, as my Mom is having same issue.  I can't seem to find it online yet.  Her wifi calling is on.

@bladerunner750 I would like to review the account and see how we can make this right. Please send us a direct message with your full name and service address. 

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@CCJodie​ I also have been having this problem for over a year. we have AT&T and we had S21fe and just upgraded to the s24 ultra. We have been told by AT&T that our area is bad for service in buildings and we only get 1 to 2 bars in our house. our room is in the basement we have the whole house 1gig network and xfinity said nothing is wrong with our wifi. our internet on the phones move slow so we use the wifi and have wifi calling on but people cant call us and we cant call out and our text wont go thru. We have to take it off wifi to do any of that. I work at a hospital and I have to use wifi calling as I don't get service in areas in the building.  AT&T said to use WIFI and if not that go get a signal booster. I am at a loss and either a change cell carriers but the others cost to much or i change internet providers. 

Thank you for reaching out to us @user_m1w7qz! Have you noticed if this issue happens on other WiFi networks other than the one in your home?

For me, this only happens with my home Wi-Fi with Xfinity. When I am on Wi-Fi at businesses are around town phone calls come through with no problem. I can duplicate this anytime. If I am using my phone, scrolling the Internet Calls will not come through. If the phone is setting on a side table and is not been used for a couple of minutes will come through.

Thank you for reaching out to us here @user_fnkxcd. I appreciate you taking the time to reach out to us here, and I want to make sure you are provided the best support possible. Have you reached out to the Mobile team at the https://www.xfinity.com/xfinityassistant/?channel=xMobile site, or contacted them directly at the 888-936-4968 number?

It didn't happen often with my Note 9, but it did happen with that phone as well. It's happening consistently with the S22Ultra though. The minute I turn WiFi calling back on, almost no calls come through. And this is their own mobile service so their own mobile sim card on top of it. People on other platforms also report it's not just Samsung phones that are experiencing this problem as well so it's not just the Galaxy models. It's got to be something in the router settings that they're not seeing that's incompatible with allowing the calls to come through to be happening on that many different models, but they're not going to fix it with their heads in the sand.

Before I DM ManOnTheMoon, I wanted to know if this is still working for you. The one thing I have to say here is that I'm using Xfinity Mobile as my carrier as well as my internet, which I'd mentioned in my original post. Not sure why it doesn't work with its own service, but there's that. So they don't really have any instructions for anything as far as WiFi calling to get it to work. They clearly state it doesn't work with their own service, but hey! I'm willing to try almost anything at this point. I have ONE BAR in my house. Are you listening, Xfinity???

@DowntownCB​ I am sorry but I don't see where it says *which* ports need to be open on the xfinity modem/firewall for ATT wifi calling to work well?  It is so strange though for me it sometimes works if I restart my phone but then minutes later it stops working. This is for both receiving/sending out calls as well as sending out texts. For some reason receiving texts works ok usually

Thank you for your help. I will keep researching to find what ports to open

Sadly... it only lasted for a few hours.

The problem comes and goes for me.

Are you using Xfinity's mobile service? Not that I don't want to DM you! I'm just curious before I do, because they clearly state it doesn't work with their own service which is ridiculous anyway. Since I use Xfinity's service, the 'fixes' I see across the web haven't worked for me, but I did read your other post which I also see Xfinity didn't respond to. Nothing new there...

Hello @nightsmusic. I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at xfinity.com/xfinityassistant/?channel=xMobile where an Xfinity Mobile expert is available 24/7?

@ManOnThaMoon​ for some reason I can't figure out how to DM you. Can you please just post the fix here?

@ManOnThaMoon​ Same here. Let me know how I can direct message you since I'd love to hear your solution as well if it works for iphones. Thanks in advance for figuring this one out. 

@XfinityRoberto​ You know, I'd have answered you two months ago when you posted your questions to me, but once again, I NEVER GO AN EMAIL THAT YOU'D RESPONDED!! I really, really dislike this board. I have everything set up so I am supposed to get an email every time someone responds to my comment or comments on a thread that I've started or replies to me at all and yet, I get nothing. The problem with the wifi calling is beyond frustrating as is the way this board works. 

So, to answer your question, no, I did not call or text your secure line. I am not resetting my phone to factory specs which will be the first thing they tell me to do. This has been going on since I bought the phone in October of last year which was brand new so at factory specs at the time. Since it states right in your documentation that wifi calling doesn't work with your wifi, which is what I have, your router, on a Galaxy, short of changing to a different manufacturer, there's not much I can see that is going to change on my end. This is a problem on your end. I'm not the only person with this problem. Maybe Xfinity needs to do an internet search for the hundreds of pleas for help with this problem that people aren't getting and try to find out why it doesn't work instead of just saying it doesn't. Sorry, but I've just had it at this point.

Same with me, iPhone 13.

You won’t find an answer here yet. Just occasionally another person will say they having same problem. I have no cell signal so I have to use WiFi. Calls just will not come thru if I’m using my phone. If I restart my phone and just set it down on the side table calls will come through. I’ve been to Xfinity store and tmobiles and they act like they have never heard of this problem. 
I'm going to change cell service first. If that does not work I’ll change from xfinity. I have no problems anywhere else I go using Wi-Fi calling. Very frustrating. 
Oh, I am going to do a factory reset on my phone first and then wait a few weeks to see if that helps. If I figure out a solution, I’ll post it, but it takes a while to trial adn error any fix or adjustment I make.

@user_gtwdgr​ I don't have the option of choosing a band for my wifi calling. I'm forced to use whichever band is available if I choose wifi calling and I run too many things on my router to go with 2.4GHz for everything. Xfinity needs to fix this so it's workable for everyone. I am the OP of this thread. They state right in their documentation that it won't work.

nightsmusic thank you for using the Community Forums page. I know how important access to features like Wi-Fi calling can be. I do know some customers have the ability to split their band, and then you can manually connect your phone to the phone you with to use and in turn use that for Wi-Fi calling.

@nightsmusic​ The settings I am referring to is on the wi-fi router under wireless setup. Is your wi-fi router dual-band? What is the model and name of your wi-fi router. Check and see if you have an option to enable the "guest wi-fi network" on your wi-fi router. I had to enable my wi-fi "guest network because it is not enabled by default. This is where I found out that my "guest wi-fi network" operates at 2.4 GHz. Switching over to my "guest wi-fi network" on my phone solved the problem.

This is a work-around for Xfinity wi-fi calling problem. Xfinity still needs to fix the root of the problem.

@user_jaxx​ I have whatever xFinity router they sent me. Half the time, the username/password doesn't even work to get into it. Can you tell how disillusioned I am with xFinity overall at this point? When their own documentation says it doesn't work with their wireless mobile, that's pretty bad. I'll look at enabling the guest network and trying that, but honestly, we shouldn't have to jump through those hoops. This is a problem that's been ongoing and is all over the web and they've done nothing to address it. Their first suggestion is always 'factory reset the phone' except, it didn't work right out of the box on a brand new phone for me so I refuse to do that, period. Thank you for clarifying. We'll see what happens.  I came back to add, apparently, I have one of the newer routers and have zero access to change bands. That falls under the "many of your settings are now being automatically managed" section and they don't give you access to that. So...that's a big zero for me! T-Mobile is looking better and better all the time. Plus, my internet package bundled with my mobile service is going up $55 a month next month and frankly this, along with the constant buffering and everything else, is now getting pretty old...

@nightsmusic​ I have been having the same problems here in Jupiter, FL with wifi calling for months now. T Mobile couldn’t fix it. It’s only when I’m home. My phone works on wifi calling everywhere else. When I talk with someone from god only knows where, maybe India, they have no clue what I’m talking about. The “tech” I spoke with asked me to reset my wifi while I was on the phone with her, on WiFi calling. SMH. After three calls and two disconnections while talking to them I’ve received no answer.

@user_qpy8se​ I had to as well, but the call quality suffers greatly now.

@user_kysqil I am sorry to hear about your experience. I would be happy to assist you. Can you tell me more about what is going on? 

Hey there, user_jrs991, thanks for reaching out through Xfinity Forums regarding issues with Wi-Fi Calling. We would be happy to help you with troubleshooting. Are you connected to your in-home network when you are having this issue or is it with all Wi-Fi networks? 

@XfinityJeniece​ Seems to be my only home network. Haven't tried another wifi

@user_jrs991 I'd like to see if we can get this to work by tweaking the security settings. Please, send a DM to Xfinity Support with your full name and address. Thank you!

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@user_wogkfb​ So what you're using is the public wifi hotspot that anyone with an xFinity router can turn on? The problem with that is, like I said as the original poster of this entire thread debacle is, this is kind of useless on husband's work phone because I can't connect to public hotspots on it. BUT! That said, I'll give it a try and report back. And an FYI, I've posted a couple of responses over the past couple days that have mysteriously disappeared here. I know they posted, because I re-read them for clarity after they posted in case I had to edit anything and now they're gone. Not sure what's going on here. I never get a notice that any xFinity employee or helper responds to me, but I've gotten notices the past couple days that users have posted. So! That said, I will definitely let you know if it works, but if you don't hear anything from me, it's not me...

@user_wogkfb​ Well, I went through the modem on my laptop. There is no unsecured anything that I can connect to. Nothing. I think it might be because, when I first set the modem up, I opted out of the hotspot setup since it was a relatively new thing they were doing. So no, can't do that. I split my wifi into the 2.4 and 5 and that didn't work either. And now, the plan that I actually copy/pasted that was supposed to remain one price with the mobile/internet is suddenly not available anymore and my bill increased by almost $100 so I think, for me, this is the final straw. Between the known issues they have and their inability to stick with what they guarantee when you have a plan...I think I'm done. There are other options in our area now.