The first thing you need to do is figure out whether the problem is with your cellular signal or with your WiFi (WiFi Calling) by turning off one or the other at a time and test for problems. It could be both. So for a given location, home, or work, or wherever:
Cellular - If you have a weak cellular signal your problem could be appliances, walls, and so on, so you may have to find the best location and not move around.
Wifi Calling - This requires a fairly strong and a consistent WiFi signal, similar issues to a cellular signal, however there are issues that are not well known. First of all, WiFi Calling does not necessarily handoff between one SSID/Name to another SSID/Name so a call will drop if you move around a home and your WiFi connection switches let’s say from MyHome1 to MyHome2. The answer is to keep the same SSID/Name if you have multiple routers or a mesh system. Second, WiFi calling does not necessarily handoff between the different frequencies of the newer routers, so the answer here is to limit the SSID/Name used for WiFi Calling to a single frequency, either 2.4 or 5.
Normally your calls should handoff between Cellular and WiFi Calling as necessary, especially since 3G is being phased out.
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?
DaveO3
Problem Solver
•
778 Messages
3 years ago
The first thing you need to do is figure out whether the problem is with your cellular signal or with your WiFi (WiFi Calling) by turning off one or the other at a time and test for problems. It could be both. So for a given location, home, or work, or wherever:
Cellular - If you have a weak cellular signal your problem could be appliances, walls, and so on, so you may have to find the best location and not move around.
Wifi Calling - This requires a fairly strong and a consistent WiFi signal, similar issues to a cellular signal, however there are issues that are not well known. First of all, WiFi Calling does not necessarily handoff between one SSID/Name to another SSID/Name so a call will drop if you move around a home and your WiFi connection switches let’s say from MyHome1 to MyHome2. The answer is to keep the same SSID/Name if you have multiple routers or a mesh system. Second, WiFi calling does not necessarily handoff between the different frequencies of the newer routers, so the answer here is to limit the SSID/Name used for WiFi Calling to a single frequency, either 2.4 or 5.
Normally your calls should handoff between Cellular and WiFi Calling as necessary, especially since 3G is being phased out.
Good Luck
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CCTravis
Problem Solver
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546 Messages
3 years ago
@user_99881c
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?
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