Community Forum

WiFi calling dropping calls

SamsungNote8
Frequent Visitor

WiFi calling dropping calls

I've had the Note 8 since before WiFi calling was enabled on Xfinity Mobile. It's been terrible the whole time but now that I'm home more, I'm looking for a fix.

I see this is an issue for many customers. Comcast, please address this issue. Calls constantly drop. It seems to occur when moving around the house. So, I'm guessing it's an issue handing off the call from WiFi to cell and back? If I'm having an issue, turning wifi calling off allows me to make a call. However, I need the WiFi calling to make calls in the basement.

I have a Verizon iPhone for work and it handles WiFi calling flawlessly. My last phone on T-Mobile also worked fine on WiFi calling.

My wife also has a Note 8 and she has the same issue. This is so frustrating! My phone is paid off now so my bill is low and I don't want to switch carriers but this is ridiculous.
DaveO3
Problem Solver

Re: WiFi calling dropping calls

My understanding is that once you are on a call, whether you made the call or you received the call, and whether you are on WiFi Calling or your carriers network, a call will not switch from one to the other. Your call will be dropped when you lose the connection you started with. I understand that this is true for all carriers and all phones. Also, less well known, if you start a call on LTE and you travel into a 3G only area your call will be dropped. 

SamsungNote8
Frequent Visitor

Re: WiFi calling dropping calls

I don't think that's the case. As a test, I dialed out with WiFi calling and disabled WiFi during the call. It switched from the WiFi icon to HD+ and the call did not drop.
DaveO3
Problem Solver

Re: WiFi calling dropping calls

The WiFi icon doesn’t mean that you connected using WiFi Calling. Can you run another test?

Go to your basement and start a call with the phone showing XM WiFi. Once on the call does it still show WiFi Calling? Stay on the phone and go upstairs to a place that usually has good cellular strength. Does your phone still show WiFi Calling or has it changed to say Xfinity Mobile? Now turn off WiFi. Does it drop the call?

Let me know what happens.
SamsungNote8
Frequent Visitor

Re: WiFi calling dropping calls

I can test, but it clearly shows when you are on a WiFi call. It even shows in the call history which calls were on WiFi. I'm not talking about the icon at the top of the screen. It's in the call screen.
DaveO3
Problem Solver

Re: WiFi calling dropping calls

Verizon must have upgraded the handoff capabilities recently. I just ran a test starting with WiFi Calling, WiFi on and airplane mode on (cellular off). When I switched airplane mode off (cellular on) it kept me on WiFi Calling (XM WiFi). I then turned WiFi off and it did switch me to cellular (Xfinity Mobile). I have a very strong cellular signal which may help. I may run a test starting with cellular and see what happens when I turn on airplane mode (cellular off).
SamsungNote8
Frequent Visitor

Re: WiFi calling dropping calls

Ok, I tested again. Call started with WiFi calling (next to call timer shows WiFi icon). Then, I turned WiFi off and the call did not drop. The WiFi icon next to the call timer changed to HD+.

Note: when I'm on a WiFi call and the quality is poor, a workaround is to turn WiFi off. This is a bad workaround because if I forget to turn WiFi back on, I use data and I'm trying to keep my bill low.
DaveO3
Problem Solver

Re: WiFi calling dropping calls

It’s safer to turn WiFi Calling off and on.

Do you have the latest XM software. Make sure that you have Xfinity Mobile 41.0 in your carrier settings.
SamsungNote8
Frequent Visitor

Re: WiFi calling dropping calls

Thanks for the suggestions... Where is that version found? I can't see anything that has a version of 41.0 or similar.

WiFi calling settings are disabled while you are in a call. So, the only option is to disable WiFi all together.
DaveO3
Problem Solver

Re: WiFi calling dropping calls

Look somewhere in Settings > About > carrier or Update network or ?

You may have to google it?

SamsungNote8
Frequent Visitor

Re: WiFi calling dropping calls

Unable to find carrier version
TomMinBham
Regular Visitor

Re: WiFi calling dropping calls

I have the same problem on my iPhone 8. I’ve been on hold for hours without a solution, other then this. Switch on Airplane mode when you are home and that forces your phone to stay in WiFi calling. It is a poor solution requiring you to remember to do this manually when leaving or coming home, and no substitute for good software, but since Xfinity Mobile won’t staff up their tech support to actually handle their inbound calls, it’s all that I know to do. 

dataminer
New Poster

Re: WiFi calling dropping calls

On IPhone X -->  Settings - General - About - scroll down to Carrier