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WiFi calling frequent drops and call failed issues

Frequent Visitor

Re: WiFi calling frequent drops and call failed issues


@chrisso wrote:
The T-mobile issue really is not related. It was an issue last year with an older iOS version 11.3 which has since been updated with release of iOS 12.

I also use the airplane mode workaround. When in airplane mode with WiFi on, WiFi calling works without issues. Until XM releases a fix with updated carrier settings, this is the only fix I have found to work.


In this thread, the T-Mobile issue has persisted to the present time, regardless of iOS version

https://support.t-mobile.com/thread/143483

Appears very much related to what we are seeing.

 

My only guess is the other carriers have figured out a work-around.

Frequent Visitor

Re: WiFi calling frequent drops and call failed issues

All - Also just a reminder to also go to the Apple Support site and fill out a bug report highlighting this issue. It may also take Apple and Comcast working together to address the issue in a future update. Copy the link to this forum, which may also help raise the issue to folks attention.
Regular Visitor

Re: WiFi calling frequent drops and call failed issues

The T-mobile issue described is that they prioritize cellular over WiFi calling. This won’t cause issues unless you have weak cell service and the phone still prefers to stay on cellular rather than switching to WiFi. So a call may fail due to weak cell signal.

Our issue is that despite having perfect cell and WiFi connection, calls fail. There is no good reason the call should fail. This makes the issue so much more frustrating.
Frequent Visitor

Re: WiFi calling frequent drops and call failed issues


@chrisso wrote:
The T-mobile issue described is that they prioritize cellular over WiFi calling. This won’t cause issues unless you have weak cell service and the phone still prefers to stay on cellular rather than switching to WiFi. So a call may fail due to weak cell signal.

Our issue is that despite having perfect cell and WiFi connection, calls fail. There is no good reason the call should fail. This makes the issue so much more frustrating.

I've actually read every single post on this thread. Seems the large majority of folks are complaining that calls at home with weak cellular signal, presumably using a good wifi connection, fail. This was diagnosed by many as being a result of the phone not sticking to the wifi network -- hence airplane mode is a workaround. This is extremely similar to the T-mobile issue.

 

Your issue of sporadic call failures with perfect networks is quite a bit different.

New Poster

Re: WiFi calling frequent drops and call failed issues

Same experience here. I've been following this post since July of last year; it appears all my previous posts were deleted. Remembering to switch off airplane mode is the downside.
Regular Visitor

Re: WiFi calling frequent drops and call failed issues

It often fails for me at home, even if I have airplane mode on and a good wifi signal (i.e., right next to the router). The failure can be an immediate disconnect or mid-conversation, both of which have been big problems for me.

 

I am in the process of switching carriers and would have done it months ago, if I weren't waiting for the phone rebate. I can't see how anyone can defend xfinity here. Not only have they made no apparent progress, we haven't heard any specifics about what's being done or has been done. 

Frequent Visitor

Re: WiFi calling frequent drops and call failed issues


@Jpvh77 wrote:

It often fails for me at home, even if I have airplane mode on and a good wifi signal (i.e., right next to the router). The failure can be an immediate disconnect or mid-conversation


This doesn't sound typical and sounds more likely an issue with your home network, as XM wifi calling is pretty flawless in airplane mode for most of the people posting here. Regardless of a good wifi signal, interference or even tiny service interruptions between you and your provider could be causing disconnects. First thing I'd do is power cycle your modem and router and test it again. Also, make sure wifi calling is off when you turn on airplane mode and then enable wifi calling.

 

Not saying you're wrong, just going by my gut with 20 years of IT support under my belt and not having looked at your network personally. But there can be no doubt that in some cases poorly managed or untuned home networks will cause people to come to a wrong conclusion about the cause of dropped wifi calls.

 

 

Frequent Visitor

Re: WiFi calling frequent drops and call failed issues


@Jbiedlin wrote:
All - Also just a reminder to also go to the Apple Support site and fill out a bug report highlighting this issue. It may also take Apple and Comcast working together to address the issue in a future update. Copy the link to this forum, which may also help raise the issue to folks attention.

I went online with Apple support today and opened a ticket. They asked me to reset all my iPhone network settings and wait to see if it happens again -- they are trying, but I don't know that it will get me anywhere based on all the prior posts.

I did send them a referrer to this thread as well.

Regular Visitor

Re: WiFi calling frequent drops and call failed issues

I've power cycled my modem a few times, but haven't ensured that wifi calling is off when I turn on airplane mode and then enabled wifi calling. I may try that, but am just about to go to a new service, which is the real solution.

New Poster

Re: WiFi calling frequent drops and call failed issues

Just found this forum.  Switched from AT&T a couple of months ago, and have had this issue since the beginning.  I bought 3 phones from xm, a Xs, and 2 XR's.  Also brought one X in from AT&T.  Have issues with all 4 phones but the X is the worst.  I do have poor cell service at my house, but we have call failed issues whether we're at home or out and about.  We have wifi calling on, I have tried using just wifi, turning cell service off and wifi calling on, but it seems to be no better.

 

My son misplaced his phone in the house, so I called it several times.  He finally found it, but when he looked at it, there were no missed calls.  So I called him again while he was standing next to me, it was ringing on my phone, but never rang on his phone.

 

Just tried again turning on airplane mode, wifi calling on, wifi assist off.  Called X to Xs got call failed, Xs never rang.  Xs to X, rang but call failed when I trying to answer.  Rebooted, X, phones rang both ways, but calls failed in all cases.  Very frustrated.

 

And, by the way, I'm a Network Admin by trade, and my wifi network is very good.

New Poster

Re: WiFi calling frequent drops and call failed issues

Also, the X that we brought in from AT&T worked perfectly before switching to XM.

Frequent Visitor

Re: WiFi calling frequent drops and call failed issues

@BTdubs - Thanks for the post.  I am having the same issue here.  I was previously an AT&T customer and we have spotty cellular service at my residence.  AT&T wifi calling worked flawlessly with no drops and crystal clear voice.  We also have a very stable mesh wifi network at home throughout and around my house.  Once switching to XM, however, my wife and I drop almost every incoming call and many outgoing calls as well. 

 

I have noticed then when I am talking and drop a call, I pull my phone from my ear and on the cellular service indicator on my iphone.  It is showing no bars of service.  If I stare at the screen for a few seconds, there is a quick flash/reset and the cellular service bars will come back after a few seconds.  It is strange though because it seems that every time I drop a call, the phone briefly shows no service and then it will reset a bit and the service bars will return. 

 

It seems like there is a problem with XM's prioritization of wifi versus cellular and it is trying to switch and back and forth between wifi and cellular when wifi calling is turned on.  I think AT&T recognized that when you were on wifi, the phone stayed on wifi and prioritized this over cellular.  XM seems to be switching back and forth though between wifi and cellular which is causing the frequent drops.  I am also pretty frustrated that this issue could not be corrected in over a year.  I know it takes time to develop a carrier update or work with Apple on a software update, but this is getting a bit silly.   This is now by far the most popular forum on XM, so I hope folks are taking notice and making it a priority to address this.

Frequent Visitor

Re: WiFi calling frequent drops and call failed issues


@BTdubs wrote:

Just found this forum.  Switched from AT&T a couple of months ago, and have had this issue since the beginning.  I bought 3 phones from xm, a Xs, and 2 XR's.  Also brought one X in from AT&T.  Have issues with all 4 phones but the X is the worst.  I do have poor cell service at my house, but we have call failed issues whether we're at home or out and about.  We have wifi calling on, I have tried using just wifi, turning cell service off and wifi calling on, but it seems to be no better.

 

My son misplaced his phone in the house, so I called it several times.  He finally found it, but when he looked at it, there were no missed calls.  So I called him again while he was standing next to me, it was ringing on my phone, but never rang on his phone.

 

Just tried again turning on airplane mode, wifi calling on, wifi assist off.  Called X to Xs got call failed, Xs never rang.  Xs to X, rang but call failed when I trying to answer.  Rebooted, X, phones rang both ways, but calls failed in all cases.  Very frustrated.

 

And, by the way, I'm a Network Admin by trade, and my wifi network is very good.


I think you need to swipe down from the top right to see whether the phone is on Wifi or Cellular under each scenario. I have 1-2 bars of signal at home, but it's frustrating when I notice the phone is clinging to that 1 bar of signal instead of switching to Wifi. The switch back to cellular can happen any time such as the instant of an incoming call, so you have to look closely -- the switch from cellular to Wifi never happens as far as I've seen during a call.

 

Since no one else is doing this, you may want to bring up a network analyzer and see what's going on with Wifi -- I suspect the phone/service is not that well behaved on Wifi-only either and may be intermittently dropping to zero signal if you have cellular turned off...rather than going back to a poor cellular signal which you shut off.

New Poster

Re: WiFi calling frequent drops and call failed issues

Also having issues with wifi calling. We live in a dead spot, so almost no cellular reception. That's why we need wifi-calling. We have several wifi networks at our house. I notice that when my phone switches between wifi networks, it looses xm wifi connection and goes to xfinity mobile. Ergo call quality is really bad then or calls drop. When I then turn wifi off completely and turn it back on, the phone connects again to xm wifi.

It's even worse for my husband. His phone doesn't even connect to xfinity mobile once it looses xm wifi.

Really thought this is a great deal, but we will have to switch to a reliable service if Xfinity doesn't fix this issue!

Frequent Visitor

Re: WiFi calling frequent drops and call failed issues


@Jbiedlin wrote:

@BTdubs - Thanks for the post.  I am having the same issue here.  I was previously an AT&T customer and we have spotty cellular service at my residence.  AT&T wifi calling worked flawlessly with no drops and crystal clear voice.  We also have a very stable mesh wifi network at home throughout and around my house.  Once switching to XM, however, my wife and I drop almost every incoming call and many outgoing calls as well. 

 

I have noticed then when I am talking and drop a call, I pull my phone from my ear and on the cellular service indicator on my iphone.  It is showing no bars of service.  If I stare at the screen for a few seconds, there is a quick flash/reset and the cellular service bars will come back after a few seconds.  It is strange though because it seems that every time I drop a call, the phone briefly shows no service and then it will reset a bit and the service bars will return. 

 

It seems like there is a problem with XM's prioritization of wifi versus cellular and it is trying to switch and back and forth between wifi and cellular when wifi calling is turned on.  I think AT&T recognized that when you were on wifi, the phone stayed on wifi and prioritized this over cellular.  XM seems to be switching back and forth though between wifi and cellular which is causing the frequent drops.  I am also pretty frustrated that this issue could not be corrected in over a year.  I know it takes time to develop a carrier update or work with Apple on a software update, but this is getting a bit silly.   This is now by far the most popular forum on XM, so I hope folks are taking notice and making it a priority to address this.


I think you made an important observation about the apparent flicker/reset of the cellular bars

 

Today at 10:56am, with my phone in the same room as my Xfinity modem, I had an incoming call go straight to voicemail. A bit after 11am, I glance at my phone to see the message. I swiped from the top right and saw phone service was using XM Wi-Fi.

 

At 11:14am, I call back the person I missed and notice the phone is still on XM Wi-Fi. The instant I place the call, the signal indicator flickers and now I'm back on Xfinity Mobile cell network. I then endure a call with poor call quality.

 

After the call, my phone service is back to XM Wi-Fi.

 

Don't get it, but switching seems to happen at the point calls come in or are initiated -- and for no good reason. The phone should stay locked on whatever network it is on, especially if it is stationary.

 

Maybe I'll try to debug this some more when I have time...

Frequent Visitor

Re: WiFi calling frequent drops and call failed issues

I'm starting to wonder if the WiFi hotspot "feature" to limit data usage and keep costs low is complicating this issue. 

I don't know any other provider that has tried this.  In theory

Use Case #1

  WiFi Calling Enabled, Strong Cell Signal, Outside home but walking, connected to hotspot

    In this case I would want to prioritize Cell becasue I'm on the move

Use Case #2

  WiFi Calling Enabled, weak Cell Signal, Outside home but walking, connected to hotspot

    In this case I would want to prioritize Cell becasue I'm on the move

Use Case #3

  WiFi Calling Enabled, Strong Cell Signal, inside static location on WiFi

    In this case prioritization wouldn't really matter

Use Case #4

  WiFi Calling Enabled, Weak Cell Signal, inside static location on WiFi

    In this case I would want to prioritize WiFi becasue I'm static

New Poster

Re: WiFi calling frequent drops and call failed issues

I'm also having this issue - iPhone 6s, up to date iOS and carrier. Calls drop immediately when I pick up. I also have poor cell service where I live so wifi calling is a must! 

Frequent Visitor

Re: WiFi calling frequent drops and call failed issues


@GMoGoody wrote:

I'm starting to wonder if the WiFi hotspot "feature" to limit data usage and keep costs low is complicating this issue. 

I don't know any other provider that has tried this.  In theory

Use Case #1

  WiFi Calling Enabled, Strong Cell Signal, Outside home but walking, connected to hotspot

    In this case I would want to prioritize Cell becasue I'm on the move

Use Case #2

  WiFi Calling Enabled, weak Cell Signal, Outside home but walking, connected to hotspot

    In this case I would want to prioritize Cell becasue I'm on the move

Use Case #3

  WiFi Calling Enabled, Strong Cell Signal, inside static location on WiFi

    In this case prioritization wouldn't really matter

Use Case #4

  WiFi Calling Enabled, Weak Cell Signal, inside static location on WiFi

    In this case I would want to prioritize WiFi becasue I'm static


Well said!

New Poster

Re: WiFi calling frequent drops and call failed issues

Any resolution to this. Im having the same issue. I have to restart my phone 10 times a day. Asked to cancel service and they said i couldnt because of the contract. Very frustrated!
Frequent Visitor

Re: WiFi calling frequent drops and call failed issues


@N4NET wrote:

@Jbiedlin wrote:

@BTdubs - Thanks for the post.  I am having the same issue here.  I was previously an AT&T customer and we have spotty cellular service at my residence.  AT&T wifi calling worked flawlessly with no drops and crystal clear voice.  We also have a very stable mesh wifi network at home throughout and around my house.  Once switching to XM, however, my wife and I drop almost every incoming call and many outgoing calls as well. 

 

I have noticed then when I am talking and drop a call, I pull my phone from my ear and on the cellular service indicator on my iphone.  It is showing no bars of service.  If I stare at the screen for a few seconds, there is a quick flash/reset and the cellular service bars will come back after a few seconds.  It is strange though because it seems that every time I drop a call, the phone briefly shows no service and then it will reset a bit and the service bars will return. 

 

It seems like there is a problem with XM's prioritization of wifi versus cellular and it is trying to switch and back and forth between wifi and cellular when wifi calling is turned on.  I think AT&T recognized that when you were on wifi, the phone stayed on wifi and prioritized this over cellular.  XM seems to be switching back and forth though between wifi and cellular which is causing the frequent drops.  I am also pretty frustrated that this issue could not be corrected in over a year.  I know it takes time to develop a carrier update or work with Apple on a software update, but this is getting a bit silly.   This is now by far the most popular forum on XM, so I hope folks are taking notice and making it a priority to address this.


I think you made an important observation about the apparent flicker/reset of the cellular bars

 

Today at 10:56am, with my phone in the same room as my Xfinity modem, I had an incoming call go straight to voicemail. A bit after 11am, I glance at my phone to see the message. I swiped from the top right and saw phone service was using XM Wi-Fi.

 

At 11:14am, I call back the person I missed and notice the phone is still on XM Wi-Fi. The instant I place the call, the signal indicator flickers and now I'm back on Xfinity Mobile cell network. I then endure a call with poor call quality.

 

After the call, my phone service is back to XM Wi-Fi.

 

Don't get it, but switching seems to happen at the point calls come in or are initiated -- and for no good reason. The phone should stay locked on whatever network it is on, especially if it is stationary.

 

Maybe I'll try to debug this some more when I have time...


Some additional observations:

 

1) When the phone is refusing to switchover to wifi calling, putting it into airplane mode results in no service. Don't know why this happens, but the only solution is to wait until the phone decides to go back to WiFi calling 

2) Disabling cellular from the main menu (swipe diagonally from top right and press cellular button) does nothing. Cellular apparently stays on.

3) Once calling connects to WiFi (displays "XM WiFi"), putting the phone into airplane mode seems to keep it well-behaved. Otherwise, letting the phone decide by itself is like a roullette on the next incoming or outgoing call. Seriously, the signal indicator flickers and good luck! If it lands on cellular, I either get a drop or poor quality during the call.

 

I'm starting to feel like a beta tester...or an underpaid QA engineer

New Poster

Re: WiFi calling frequent drops and call failed issues

I have this issue on both phones I have. WiFi Calling Enabled or not, even with 3-4 bars LTE. I can talk to anyone without issues but the other phone on XM. If either phones calls the other, the call will drop after 3 to 9 seconds. Perfect clarity in that time before the call “failed”. Have any actual solutions been found besides going to a different carrier?

Issues have happened since Day 2 of switching to Xfinity last weekend. One brand new iPhone XR, one unlocked iPhone 6S Plus. Phones are both up to date. Only 3 calls have lasted longer than 9 seconds out of 51 tries.

Both phones have been shut off multiple times. Airplane mode cycled. WiFi calling cycled. Roaming cycled. No luck in replicating any success.
Frequent Visitor

Re: WiFi calling frequent drops and call failed issues

I have also seen sporadic call drops over cellular as well. I believe there is another thread in the forum dedicated to that problem versus this one dealing with WiFi issues.

 

All of which brings me to a troubling thought:

 

Since I and many others are receiving 2-3 mailings per month from Verizon Fios to switch over my whole cable/internet infrastructure, I can only imagine Verizon are not the most incented to fix this mobile service issue if the problem is on their end.

 

Let's think, Verizon can receive a fractional sum of mobile revenue per month from a Comcast customer for unlimited service -- or if it doesn't go well for the Comcast customer, let's say because the mobile quality of service is poor, Verizon can swipe the whole customer as a quad-play with home services themselves.

 

I'm sure at some point Comcast figured it was a win by getting mobile service from the highest-rated provider in the US. But with the low quality of mobile service we are experiencing, I'm sure we would have been better off with T-Mobile or Sprint, who incidentally are not in a street fight with Comcast for home services.

 

I'm not trying to be a conspiracy theorist, but let's face it -- there's an elephant in the room. The best mobile service in the US shouldn't turn into the worst just by rebranding.

 

If Comcast decides to partner with a different mobile provider, please sign me up for the early eval... I've been a customer with Comcast for many years and really do want this to end well if possible.