Enabling WiFi calling following move to O2 from Virgin mobile

[CN1]

Hi there,

I’ve always used WiFi calling at home as the reception here is rubbish. My contract moved to O2 on Monday (but my phone payments are still going to Virgin, I believe). WiFi calling is not enabled any more and the message tells me to go to MyO2 to enable it. I’m supposed to access ‘Device details’ or some such. However, this isn’t available in my menu. Can anyone advise how I can simply re-enable WiFi calling, please? Bit annoyed about this, to be honest…!

Thanks!

[gmarkj]

While the title might not seem relevant @CN1 , the original poster in this thread has a similar problem:

https://community.o2.co.uk/t5/Tech-Support/Cannot-connect-to-any-network-in-the-US-despite-O2-travel... 

[MI5]

@CN1 

We have asked O2 a number of times for info on how to do this on the new 360 system, but so far no response.

I guess they messed it up and forgot to do it.

@ColinO2 @Breanna @Martin-O2 can we please have some feedback?

[Breanna]

Hey @MI5 I have flagged this over to the team this morning and will let you know what we hear back.

[MI5]

@Breanna 

Thanks for that but the initial request was weeks ago and we've still heard nothing back.

[CN1]

I have just been told (having finally managed to get through on online chat) that I have to go to my local O2 store to get this resolved. This was after resetting the network, restarting the device on numerous occasions and me informing the agent that lots of people on the O2 Community are experiencing the same issue. And this is an account that was migrated to O2 from Virgin without any active choice from our end... I've pointed out that visiting an O2 store is actually really inconvenient for me at the moment. I've also asked why they will be better placed to solve the issue than someone on the online chat or a supervisor. I've asked for the issue to be escalated but I'm not sure the agent is bothered!!

[CN1]

I am still on the online chat, asking if O2 acknowledges that this is really inconvenient...

[gmarkj]

Sorry to burst that bubble @CN1 but I very much doubt your local store will be able to do anything either.

The steps to get this working (normally) are:

-customer services activates it on your account

-you activate it in your My o2

-turn it on in your phone's settings

Try calling customer services (don't rely on live chat, my 10year old daughter would be more help).

Either 202 from your pay monthly phone, preferably at 8am, or 0344 809 0202 or 0800 032 1402 from another phone at the same time.

The 0800 number you can call for free using Skype - Guide: A Guide to Skype 

[CN1]

Thank you. The agent says that it is already enabled on my account. I'm apparently being transferred to a manager to escalate. I just want them to acknowledge that there is a problem and fix it!!

[CN1]

 Do you happen to know where I can activate it in myO2, please, @gmarkj?