Community Forum

Can't turn on wifi calling

New Poster

Can't turn on wifi calling

I just purchased and received an iPhone 7 plus through the XM store but the wifi calling is blocked out. All of my carrier settings are up to date (Xfinity Mobile 32.0) and I'm on iOS 11.3. It says to call, but from what I have heard, that's pointless. Any ideas?
Regular Contributor

Re: Can't turn on wifi calling

On my SE I turned on cellular data, then turned on Wi-Fi calling then set cell data off  again. Mine has been working since then.

Contributor

Re: Can't turn on wifi calling

Make certain you have the Xfinity profile installed on your phone.

 

Here are the instructions

 

The instructions don't indicate this is required for WiFi calling. The profile will help you connect to Xfinity hot spots and may help with WiFi calling. Regardless the profile needs to be installed.

Contributor

Re: Can't turn on wifi calling

Call and have them reprovision your phone.

Official Employee

Re: Can't turn on wifi calling

 

Kungfuwu, These are great suggestions your fellow forumers have posted. Are you able to use wiFi calling now? 

 

KenF


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New Poster

Re: Can't turn on wifi calling

I have - soon to be had - all services (phone, internet, TV and mobile) with Xfinity (and no problem until Xfinity Mobile) - I have called multiple time and the knowledge or ability to help me resolve my inability to set up WiFi calling does not exist - three new phones and none of them can be connected to WiFi calling, and none of them are recogniable as a mobile hotspot - and again the Xfinity Help Desk is no help - warning issues remain unresolved - and no returned calls from XfinityLevel 2 upport.

 

this is to bad, because if the phones worked, they would be a fantanstic deal - but a non-functional phone that the help desk cant fix is not so good a deal.

New Poster

Re: Can't turn on wifi calling

To al in this thread :

 

I had an Xfinity Mobile Agent help me last night . I had the same issues - unable to actibvate WiFi Calling on my iPhone (6S).  The agent that helped me had me DISCONNECT from the WiFi Network I was on ... FIRST ... then go thru the process of "enabling" WiFi Calling settings on my phone. Then, RECONNECT to my WiFi Network. Worked perfectly ! Thank you !!!

Official Employee

Re: Can't turn on wifi calling

 

mjeguitar wrote: To al in this thread :

 

I had an Xfinity Mobile Agent help me last night . I had the same issues - unable to actibvate WiFi Calling on my iPhone (6S).  The agent that helped me had me DISCONNECT from the WiFi Network I was on ... FIRST ... then go thru the process of "enabling" WiFi Calling settings on my phone. Then, RECONNECT to my WiFi Network. Worked perfectly ! Thank you !!!

 

Thank you for providing this information here. For all others if you have tried these steps and need further assistance feel free to reach back out to me here or send me a private message with your full name and phone number. To send a PM, click my name (ComcastAmir) and then clicking "private message me".


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

Re: Can't turn on wifi calling

Disregard. I can now see the PM button after initiating a first post.

New Poster

Re: Can't turn on wifi calling

I had to remove and install a new security certificate using the xfinity hot spot app on my iPhone.  The certificate had expired. Settings>General>Profile>XFINITY WiFi and you can see if its Verified (green) or Expired (red).  Removed the Profile. Then I used the XFINITY Hotspots app to reinstall the profile (it prompted me when I opened it). I then had to turn off WiFi on the phone, toggle the WiFi calling off and on under the Phone settings, and then turn WiFi back on and re-connect to the router. That did it. Oh and I have an iPhone 7 on Sprint.

New Poster

Re: Can't turn on wifi calling

11/24/2018 - this worked for an iPhone 7 running iOS 12.

Turn off WiFi.

Select Cellular and turn on Cellular Data.

Shut down and restart phone. 

Turn on WiFi and be sure you’re connected to your router. 

Cellular Data should still be turned on. 

Select WiFi Calling.

Turn on WiFi Calling. 

After several seconds you should get a screen asking for your emergency address.

Fill out and submit that screen.

Leave WiFi Calling turned on.

You can turn off Cellular Data.

To test...

Turn on Airplane Mode to prevent the phone from using normal cell service. 

Be sure your WiFi is still on and you’re connected to your router. 

(At the top left-hand corner of your screen you should see the airplane, "XM WI-FI," and the WiFi symbol.)

Make or receive a call. 

After testing...

Turn off Airplane Mode so your phone will work normally. 

 

 

 

New Poster

Re: Can't turn on wifi calling

You can only turn WiFi calling on while the cellular data is turned on. If you have issues the. Go To general settings and reset and reset network settings. Then turn your phone off and on again. At that time go back to cellular and make sure cellular is turned on as it should be because it auto turns on when the phone is reset. Turn WiFi on and fill in your emergency address and agree to terms and it will enable. There isn’t a magic solution or a software or hardware solution the only cause for it not to work is user misunderstanding how the system is engaged. Once you understand how to properly turn it on it is easy and you can do it on all of your phones. Good luck.
Highlighted
New Poster

Re: Can't turn on wifi calling

@davdri “On my SE I turned on cellular data, then turned on Wi-Fi calling then set cell data off again. Mine has been working since then.”

This is exactly what people are not understanding. They are trying to enable WiFi while the cellular is disabled. What can happen is they can cause it to create a situation where they need to reset their network settings and restart their phones if they continue attempting over again and again. I’m sure it’s easiest to blame Comcast for the problem when it comes down to user issue and spending time learning the phone but it is just this simple and easily overlooked.
New Poster

Re: Can't turn on wifi calling

After 5 days on the phone with Xfinity, I was FINALLY connected to someone who knew what they were talking about.  The fix is easy.  

1.  make sure your phone is connected to wifi

2.  turn on airplane mode

3.  NOW try to turn on wifi calling

4.  Once you fill out the emergency info you should be able to connect

 

Worked like a charm for my whole family!

New Poster

Re: Can't turn on wifi calling

We had a similar issue and the first tech could not help, but the second person did. We had to reset network settings. Got to settings/general/reset and find reset network settings. Follow steps to reset. The phone will restart. Then try turning on WiFi calling again and the screen to enter your contact info for emergency services should come up and you can enable WiFi calling. If this process and the other suggestions don’t work, try calling Apple and see if an Apple tech can help, rather than Xfinity rep. There were some other issues we had when transferring phones from another carrier that only Apple was able to address.