JPDville's profile

Regular Visitor

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3 Messages

Tue, Jan 12, 2021 6:00 AM

Cannot enable VoLTE or WIFI calling on new XM purchased iPhone SE

I started using XM with a BYOD iPhone 5c. This phone worked fine.

I added a BYOD iPhone SE, 1st generation, and purchased a new iPhone XS. BOTH phones work fine. 
After receiving an email stating that the 5c did not support VoLTE AND was no longer supported, I ordered an iPhone SE 2020 from XM to replace the iPhone 5c.
The new phone works fine, I can make calls, but I cannot enable VoLTE or WIFI calling. I can enable LTE, but when I try to enable VoLTE,  it just spins for a long while and eventually goes back to switched off.

I contacted support thru chat and by phone. No help. Chat dropped me after I was told to reboot the phone. After a long session with tier 1, then tier 2, the connection dropped. Although she said she would call back if dropped, she didn't. 
The 1st generation SE VoLTE option works properly. I can enable VoLTE. If I swap sims between the two SE phones, the new SE VoLTE OPTION works properly, and the old SE fails to enable VoLTE. 

 

If I can't enable VoLTE on my new phone, how am I any better off than I was with a 5c - that didn't support VoLTE?

I believe there is some option missing in my account for the one original phone number, because both other numbers will enable VoLTE. Maybe it's on the Verizon side? I have read that VoLTE can be "unprovisioned" by Verizon (although this was about a Verizon customer).


Ideas anyone, please?

Responses

Accepted Solution

Regular Visitor

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3 Messages

4 m ago

This was resolved by Tier 2 support. The line was still configured for iPhone 5. 
Support created a new line with the appropriate "package" and moved the failing number over to it.

VoLTE and WIFI calling both work fine now.

If you have this issue, steel yourself, until you find the Xfinity agent that can help. It may not be easy.

The key to finding the problem on my iPhone was IMS Status. IMS Status should say "Voice & SMS".

My phone said "SMS".

IMS Status can be found under General, About, Carrier (press until IMS Status appears).

Once my account settings were corrected by the agent, IMS Status indicated Voice & SMS.

DaveO3

Problem Solver

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285 Messages

4 m ago

This may be a long shot, but if you have your old SIM card, see if XM will change your line back to your old SIM card?

Regular Visitor

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3 Messages

4 m ago

Thanks..  I will try

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