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acknapp
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Tuesday, January 17th, 2023 4:45 PM

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WiFi Calls Drop Immediately Upon Connection

I'm having a problem with my Xfinity Samsung S-22. If I place a call or receive a call on WiFi, it disconnects within about a second or less as soon as it rings once. If I turn off WiFi on the phone, I can make and receive calls okay. If I reboot the phone, it works okay for a while but the problem returns eventually. When it is in a failing status, I rebooted the modem and router and that has not fixed it. My wife's S-22 does the same thing.

Modem: Motorola

Router: Netgear Orbi WiFi-6 mesh.

Any ideas?

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Updated 

2 years ago

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DaveO3

Problem Solver

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772 Messages

2 years ago

WiFi Calling Possible Problem
 
If you move around your house or away from you house and your phone hands off from one WiFi network name (SSID) to another WiFi network name (SSID), could be a neighbor’s SSID, it may drop a call. If you have a newer router with both 2.4 and 5 GHz activated on the same SSID, not necessarily a good idea for a phone, your call may drop if your phone is handed off from one to the other as you get further or closer to your router. 
 
Probable Fix
 
1.) Make sure that your phone is not handing off from one SSID to another SSID by turning off all automatic connections to any other nearby WiFi networks. You may have to “forget” some networks that you connected to previously. 
2.) Reconfigure your router SSID to only use either 2.4 or 5 GHz, not both. Newer routers may have automatically been set to use both which is great for desktops and laptops, but not for WiFi Calling on phones. If you need the extra range use 2.4 GHz. 
 
WiFi Calling requires consistent signal!
Maybe turn off WiFi Calling unless you really need it. 
 
Good Luck. 

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CCYvonne

Contributor

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340 Messages

2 years ago

Hello @acknapp That's very interesting. It sounds like your phone might be switching back and forth between 5G and Wi-Fi which is causing dropped calls. Have you tried making calls on Wi-Fi with your cellular data turned off? 

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m3driver

Contributor

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35 Messages

2 years ago

My wife has the same problem, have you been able to resolve this issue?

The problem started following the December Android update.

Specifically, after leaving the house and loosing the WiFi connection then, upon return, the S22 will reconnect to the home Wifi and show "Xfinity Mobile WiFi Calling" at the bottom of the notification screen. Any attempt  to place a call will result in hearing ringback but, upon the far end answering, the call will immediately drop. Same with received calls, S22 will ring but upon answering the call is dropped. This situation will persist until the phone is restarted after which calls can be placed and received normally. We are unable to place or receive calls using cell service as the nearest cell tower is too far away so WiFi calling is mandatory.

We have reset "Network Settings" two times and have not eliminated the problem. Neither switching to Airplane Mode and back again nor disabling/re-enabling WiFi does not eliminate the problem.

The signal strength of the Wifi signal throughout the house never falls below -54dBm and the router doesn't report any disconnect from the phone while it is in the house.

The router only has the 2.4GHz network enabled.

I have an S20 which also received the December update and after performing a reset of the "Network Settings" my phone does not exhibit any calling issues.

I have also seen this issue reported without resolution on other Forums e.g. Reddit.

(edited)

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CCEthan

Official Employee

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1.4K Messages

@m3driver. Have you already tried clearing phone cache(volume up and power when booting)? Last resort is a factory reset and I know that is a pain. Our mobile team at 1 (888) 936-4968 can look into putting in a ticket after troubleshooting. The more tickets we get the more attention the issue gets. The issue possibly being across all models on all carriers helps in itself, but we like to do everything we can to help speed it up. 

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 years ago

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