topic Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear in Android

New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

CVP99 — Wed, 29 Aug 2018 16:30:44 GMT

I've read similar threads, but nothing seems to help/match my situation, so hoping someone here may have an idea!

At the weekend, I switched from an iPhone to a new Sony Xperia XZ2 Compact - had enough of Apple tying me down and charging too much for new gimics!

Very pleased with the phone and love the form factor, but I need WiFi Calling to work!

On my iPhone, it was working fine for months, switched the SIM card to the new Sony a few days ago and just cannot get the WiFi Calling or VoLTE options to show in settings.

Spoke to O2 customer services, who said WiFi Calling was still showing as enabled for that SIM/Account, so why can't I see the options?

For info, the SIM is on a Business SIM Only, pay monthly and the phone was purchased outright from an O2 shop and appears to have the O2 firmware - Chrome homepage goes to O2.

It says it is running the latest software version 51.1.A.11.26.

Anyone have any ideas!

Thanks

Clive

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

MI5 — Wed, 29 Aug 2018 16:37:27 GMT

Have you tried business CS on 8002 or normal CS on 202?

Have an O2 Business sim-only contract and want to add Wifi and 4G Calling? Get in touch with your Account Manager, Digital advisor, Business Partner or Business customer services to add it to your account at no extra charge.

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

MI5 — Wed, 29 Aug 2018 16:39:06 GMT

Also, not sure if you have seen it, but there is help here on setting up.
https://www.o2.co.uk/help/network-coverage-and-international/wifi-and-4g-calling

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

Bambino — Wed, 29 Aug 2018 16:52:32 GMT

Community member @viridis is the go to person for all things Sony. Perhaps he can offer some advice?

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

CVP99 — Wed, 29 Aug 2018 16:52:46 GMT

Hi,

Yes Business CS on 8002.

Yes, I'd already seen those pages and they did not help/resolve the problem!

Is there a 'technical' help number I can call? The CS rep I spoke to was polite, but didn't seem too knowledgable?

Thanks

Clive

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

Bambino — Wed, 29 Aug 2018 16:56:42 GMT

@CVP99 Please see my post above your last. I have tagged a member who might be able to help. There's also this link for you to get support directly from Sony: https://support.sonymobile.com/gb/

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

viridis — Wed, 29 Aug 2018 17:48:57 GMT

Where are you looking for the settings?
Just out of interest.
In calls/top right three dots/ settings.
Or in settings/ network

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

viridis — Wed, 29 Aug 2018 17:52:21 GMT

It should be in .
Settings > Network & Internet > Mobile network

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

viridis — Wed, 29 Aug 2018 18:05:17 GMT

https://community.o2.co.uk/t5/Other-Products-and-Services/Enable-VoWifi-VoLTE-on-my-new-Subscription-Sony-XZ1-Compact/m-p/1080142/highlight/true#M27239

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

CVP99 — Wed, 29 Aug 2018 19:02:36 GMT

Thanks, but I'd seen/tried all those places before coming here.

I'll phone O2 CS again in the morning, as I think there is something at their end, due to the physical phone change.

I'll update here, if I make any progress.

Thanks

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

MI5 — Wed, 29 Aug 2018 19:10:02 GMT

@CVP99

It might be because you are still on the idata for iPhone data bolt on.
Ask them to check that you are on standard data for android.

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

EmilieT — Thu, 30 Aug 2018 08:07:16 GMT

Hi @CVP99, and welcome to the forum It'd be fantastic if you could keep us in the loop of your progress, it'll be interesting to find out how this gets sorted.

If you're still stuck after all the advice above and another call to Customer Service, please let us know so we can check on our end what the options might be

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

CVP99 — Sun, 02 Sep 2018 07:37:28 GMT

Well still no joy after three online sessions with CS this past week. Each time they tell me WiFi calling is active on the account. They remove/readd the service and tell me to wait 24 hours and see if it activates, but still nothing - yes, I restart the phone each morning!

I've now found the hidden menu using *#*#4636#*#*

Under 'Phone Info' there are toggles for 'VoLTE provisioned' and 'Wi-Fi Calling provisioned', which are off and greyed out, so they cannot be changed.

Does anyone know if this means the phone has not seen that the service is enabled for the account, or does it mean the firmware is not capable of supporting it? The phone should be running the O2 firmware - Chrome homepage does to O2...

If nobody here has any ideas, then I'll give CS another chance on Monday, but if I cannot get WifFi calling to work - poor signal in my area and I need the phone for business calls - then I'll take it back to the O2 store within the 14 days and if they cannot resolve the issue, I'll get a refund and go back to my iPhone, which worked perfectly with WiFi calling from the moment it was activated!

Thanks all...

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

MI5 — Sun, 02 Sep 2018 07:55:16 GMT

Sounds to me like it's restricted by the firmware..
@viridis will know though?

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

viridis — Sun, 02 Sep 2018 11:07:03 GMT

I dont think it's the firmware,all the xz2 compacts have it activated on o2 firmware and if they got it from o2, with o2 home page on chrome, its definitely there.
But, volte option greyed out in the hidden network menu would indicate it is not active on the sim.
I'm not to fully up to speed on business accounts but do you get the option in my o2 to see your device, because there should be an activate wifi calling and volte menu in there.

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

CVP99 — Sun, 02 Sep 2018 11:14:13 GMT

No, for business accounts, you have to call CS. Three times in the last week, they have told me it is active and they have stopped/started it again, with no luck.

As I say, it was working on the iPhone using the same SIM. I may try swapping back to the iPhone and see if that still works.

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

MI5 — Sun, 02 Sep 2018 11:32:22 GMT

Have you actually asked them to check you are on standard data as I suggested above?

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

Betablue — Sun, 02 Sep 2018 17:08:39 GMT

@viridis and @CVP99 the option is under Settings, Network & Internet, Mobile Network. This was one of your suggestions if course @viridis but just in case you didn't have an xz2 compact right with you I thought I'd confirm.

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

viridis — Sun, 02 Sep 2018 20:17:43 GMT

@MI5 wrote:
Have you actually asked them to check you are on standard data as I suggested above?

It's something network related, 100%

And yeah, if the phone doesn't see the correct Api on boot from sim, it wont enable the function.

Idata would definitely stop it.

Re: New Sony Xperia XZ2 Compact cannot see/get WiFi Calling to appear

CVP99 — Mon, 03 Sep 2018 06:35:45 GMT

Thanks for people's suggestions here - yes, I had asked whether there was something that O2 had to change for the data bolt on, when switching from an iPhone to Android and was told it is now a 'common' bolt on for the two. Also, I was not seeing idata in the APN settings - was setting to mobile.o2.co.uk.

Anyhow, I switched the SIM back to my old iPhone yesterday and WiFi Calling instantly reappeared. I've spent a week messing with the XZ2 to get it setup how I want and I was pretty much there. But switching back to the iPhone yesterday evening, I realised just how much 'easier' the IOS interface was to use - there is plenty I don't like about IOS, but I think it works far better me, for what I use the phone for on a daily basis.

I am therefore going to use the 14 day exchange policy and take it back to the store this week and pay the extra for a newer iPhone - yes I know the new iPhones are being announced in a couple of weeks, but I want one with a home button/fingerprint reader, so the X or new 'XS' are not for me - irrespective of the huge price!

Thanks again for peoples' attempts to help.