This topic

Moto E6 Wifi calling

Bayarrd — Thu, 25 Feb 2021 21:31:42 GMT

Hi, I've just switched to a BT SIM (SIM only) which I put in my existing Moto E6. I now get offered the option of wifi calling, which I didn't with my old SIM, and I have activated it. However, whenever I try to make a call where there is no mobile signal I get the following message "Mobile Network isn't available. Connect to a wireless network to make a call." This is despite me being connected to a wireless network, which I can use to browse the 'net etc.
Is there some setup item that I have yet to do?

Re: Moto E6 Wifi calling

Les-Gibson — Thu, 25 Feb 2021 21:57:34 GMT

It needs to be enabled on the phone, this is generally (but not always) found under the advanced menu in the Mobile Network or Phone dialler settings

Re: Moto E6 Wifi calling

Bayarrd — Thu, 25 Feb 2021 22:20:57 GMT

Hi, thanks for getting back to me. I've enabled WiFi calling, and the 'phone appears to be aware that I have in that it is offering me the option of using it when I try to make a call when there is no signal, but it thinks it is not connected to the WiFi.

Re: Moto E6 Wifi calling

Les-Gibson — Thu, 25 Feb 2021 22:52:28 GMT

Put the phone in aeroplane mode then turn WiFi back on (just WiFi, nothing else) and try to make a call

Re: Moto E6 Wifi calling

Bayarrd — Fri, 26 Feb 2021 08:51:51 GMT

I did that and got a message asking me to turn Aeroplane mode off. When I turned it off, I got the same error message as before: "Mobile network isn't available. Connect to a wireless network to make a call."

Re: Moto E6 Wifi calling

Les-Gibson — Fri, 26 Feb 2021 11:53:20 GMT

In that case Wifi calling is confirmed as not working. You could try going into settings and then (at a guess) 'About Phone' and check for updates just to make sure that you haven't missed any

Re: Moto E6 Wifi calling

Bayarrd — Fri, 26 Feb 2021 14:16:37 GMT

Any ideas why the 'phone thinks that it does? The 'phone is telling me I can make a call using wifi calling, but that I don't have a connection to wifi. If I could not do wifi calling with that particular 'phone, then surely the option would simply not be offered in settings?

Re: Moto E6 Wifi calling

Anonymous — Fri, 26 Feb 2021 14:26:39 GMT

@Bayarrd

Did you buy your phone through BT? From you first post it sounds as though you did not.

I had a similar sounding issue when I bought my HTC 10 secondhand. I chose this model because it was listed as supported by BT for WiFi calling, but I could not get it to work . It transpired that the HTC 10 was only supported if obtained through BT and so had BT Mobile firmware. Your Moto E6 may fall into the same category.

Re: Moto E6 Wifi calling

Les-Gibson — Fri, 26 Feb 2021 16:36:09 GMT

Open your Phone Dialler app
Enter *#*#4636#*#* into the dialer to open the Android Testing Screen
Tap Phone information
Look for the slide switches below "Set Preferred Network Types" and check the one for wifi calling is over to the RHS

Optional: Ensure that Set Preferred Network Type shows LTE/UMTS auto (PRL). If this doesn't show, tap the drop-down box and select LTE/UMTS auto (PRL)

Re: Moto E6 Wifi calling

Anonymous — Fri, 26 Feb 2021 17:03:01 GMT

@Les-Gibson

I tried that on my HTC 10:

"LTE/UMTS auto (PRL)" was already set.

"VoLTE Provisioned", "Video Calling Provisioned" and "WiFi Calling Provisioned" are all to the left and greyed out they cannot be changed.

Re: Moto E6 Wifi calling

Les-Gibson — Fri, 26 Feb 2021 17:40:02 GMT

@Anonymous

No it can't be changed, but that's not the point.

If the slides are to the left then the service is not available, this may be because of either network or phone restrictions;
i.e. if both the network and the phone are capable of providing the service then the slide will be over to the right, if either the phone or the network are not capable then the slide will be to the left.

So, for example, we know that Wi-Fi calling is available on the BT network so therefore your HTC10 was not capable of it. whether this is because of it's software or hardware is unknown

Edited to include the missed out word

Re: Moto E6 Wifi calling

Anonymous — Fri, 26 Feb 2021 18:04:16 GMT

@Les-Gibson

According to various websites I have seen, both now and when I bought the phone in 2018, the HTC 10 is WiFi Calling capable. So I guess that means it is hardware capable, but the software is the issue?

The phone currently has the stock HTC Android v8.0.0 installed at the moment, but I was thinking about flashing it with Android 10. Do you know if upgrading the Android version would resolve this?

Re: Moto E6 Wifi calling

Les-Gibson — Fri, 26 Feb 2021 18:10:39 GMT

@Anonymous

I don't know.

All I can say (for what it's worth) is that I bought my Nokia phone from Amazon, it's on BT, running Android 10 and Wi-Fi calling works fine even though MyBT tells me it doesn't.

Re: Moto E6 Wifi calling

Bayarrd — Fri, 26 Feb 2021 21:27:38 GMT

No, I bought a SIM-only SIM from BT and put it in my existing phone.

Re: Moto E6 Wifi calling

Bayarrd — Fri, 26 Feb 2021 21:32:23 GMT

Thanks for that.
Both Wifi calling and VoLTE are marked as provisioned, with the slider over to the right. Video calling and EAB?Presence are greyed out. Network type is set to LTE/UMTS auto (PRL).
Still the same old error message when I try to make a call though.

Re: Moto E6 Wifi calling

Les-Gibson — Fri, 26 Feb 2021 21:41:24 GMT

Just a thought, did you you get the usual text messages with configuration settings when you powered the phone up for the first time after fitting the BT sim and did you restart it.

Either way it may be worth restarting it again

Re: Moto E6 Wifi calling

Bayarrd — Fri, 26 Feb 2021 21:50:20 GMT

Sadly, the Microsoft Panacea, turning it off and turning it on again, had no effect.
Incidentally, have you come across this problem before, where the phone seems set up for wifi calling, but can't see a connection to wifi? It's as if the left hand doesn't know what the right hand is doing, but then that is so often the case these days.

Re: Moto E6 Wifi calling

Les-Gibson — Fri, 26 Feb 2021 21:56:09 GMT

Funny enough I had a similar problem when I first got my current 'phone.

Phone said Wi-Fi calling preferred but it never worked, I went through much the same process as yourself and got no joy, then from out of nowhere it just started working. I never did get to the bottom of it and can't give a logical explanation for it.

Re: Moto E6 Wifi calling

Bayarrd — Fri, 26 Feb 2021 22:06:41 GMT

You could swear the damn things are alive.

BTW My 'phone says "Mobile preferred" under wifi calling. Is it possible to change it to Wifi preferred?

Re: Moto E6 Wifi calling

Les-Gibson — Fri, 26 Feb 2021 22:18:17 GMT

I suspect it's not so much a case as Mobile having been selected as the preferred connection but more like WI-Fi calling has not been set as the preferred method, if I'm right, you'll see what I mean.

If you tap where it says Mobile preferred I suspect it will take you to another screen with a slide switch to enable Wi-Fi calling as the preferred method , if this is greyed out then tap it and hopefully it will come alive and your problem will be sorted