topic Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure in Tech Support

Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

Matt33 — Fri, 12 May 2023 15:20:53 GMT

I have been unable to enable my wi-fi calling on my iPhone 12 Pro, receiving the message "To allow Wi-Fi calling on this account, contact O2".

I have also been unable to activate apple watch airtime through the watch app receiving the message "Your O2 account is not eligible to enable cellular on your apple watch. Contact O2 for more information" and I have read that these may be linked

I've called O2 but they don't know why it doesn't work. They say Wi-Fi calling is active their end. There is nothing on My O2 where I can see or select wi-fi calling as an option before enabling on my phone.

Does anyone have a guess?

Pay monthly contract paid by DD

iPhone was with Vodaphone and ported across to O2 on a sim only at the end of the 24 months.

Apple watch was not bought via O2 either

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

MI5 — Fri, 12 May 2023 15:30:37 GMT

@Matt33

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

Matt33 — Fri, 12 May 2023 16:01:03 GMT

@MI5 Not there... and I have no device name under my mobile number

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

MI5 — Fri, 12 May 2023 16:04:59 GMT

@Matt33

You must be on the new system. I'm not yet.

I think @Enlli is so can maybe advise as to where to find it?

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

Enlli — Fri, 12 May 2023 16:44:14 GMT

On my 360 there is no device information but that is probably due to it being my own handset not supplied by O2.

I've searched everywhere for the WiFi Calling option and it's not there

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

MI5 — Fri, 12 May 2023 17:12:32 GMT

Ah, another huge step forward then 🙄

@ColinO2 how to customers on 360 control their wifi calling options please?

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

Matt33 — Tue, 16 May 2023 08:40:37 GMT

Hi @ColinO2, do you have any info on activating wi-fi calling on the new My 02 portal?

-Thanks

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

Matt33 — Thu, 18 May 2023 16:24:22 GMT

Hi @MI5

I have spoken to customer support again and they have now said that they are trying to add the bolt on their end, but they are receiving an error.

They have advised that it’s been referred to the tech team and should take 5-10 days to be looked at. In your experience is this a realistic timeframe/solution?

thanks,

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

MI5 — Thu, 18 May 2023 16:36:52 GMT

Not unexpected these days unfortunately @Matt33

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

Matt33 — Sat, 03 Jun 2023 11:26:14 GMT

Hi @MI5,

No one has come back to me after the 5-10 days, the latest twitter exchange over 8 days has ended with them saying the firmware I have doesn’t support these features.

Is that pretty final as you are aware?

thanks for your help this far.

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

MI5 — Sat, 03 Jun 2023 20:52:01 GMT

@Matt33

That's complete bull

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

Matt33 — Sun, 04 Jun 2023 20:05:07 GMT

Hi @pgn,

I have seen that you have had some previous experience with Apple Watch airtime… I’m having problems with activating wireless calling which I believe is a precursor to airtime, do you have any suggestions?

o2 have stopped responding suggesting I have incompatible firmware.

thanks,

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

pgn — Sun, 04 Jun 2023 20:39:18 GMT

Thanks, @Matt33 - no experience of an iPhone whatsoever, never owned one. That said, the iPhone section of this doc does contains info on o/s versions, if that helps (as your phone came from a supplier other than O2): https://www.o2.co.uk/help/network-coverage-and-international/wifi-and-4g-calling

Also are you on the latest iOS and, later, watch o/s?

As @Enlli has said, he sees no immediately obvious option in his 360-migrated to enable the setting, and, I suspect, neither do the O2 CS personnel, despite training being rolled out within O2 for the new system.

See if the above guide helps - I know my own Android model shows as "unsupported" when I run the O2 website check against my IMEI for 4G calling, needed now in several countries where 3G had been removed - so your mileage too may vary...

Good luck!

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

MI5 — Sun, 04 Jun 2023 20:56:58 GMT

iPhones do not and never have had operator specific firmware, so that is completely irrelevant and total nonsense from O2.

The ONLY control factor is the carrier settings which should download when any new sim is inserted.

@Matt33

Check your carrier setting has updated to O2 and if so, you have all you need for wifi calling to work.

I'll tag in @O2Sarah- who will be on in the morning as I'm sure she can sort the mess out for you.

Re: Unable to enable Wi-Fi calling & Apple Watch Airtime - O2 not sure

O2Sarah- — Mon, 05 Jun 2023 08:11:25 GMT

Thanks for the tag @MI5

@Matt33 I will send you a private message so we can check your account.