P30 pro new edition WiFi calling

[Bunks]

I have just got a p30 pro new edition. I cannot activate WiFi calling. On my EE sim WiFi calling will work but I cannot find the option on O2 and my EE sim is now deactivated. I have checked with O2 and they say WiFi calling is enabled on my account. They weren't particularly helpful, seemed like they didn't know, anyone any ideas?

[MI5]

@Bunks 

If it has been activated by O2 you need to go to your MyO2 and turn it on there. It's under "More"

You then need to reboot your phone to get the settings in either calls or network settings.

[Bunks]

@MI5. Thanks.for the quick reply. Just checked and it is turned on. It does also state this too "On some Android devices, Wifi and 4G Calling will only work if you’re using O2 firmware. That’s essentially the software that makes your device turn on and run. Sometimes there are different versions of firmware for the same device." How do I know if I'm using O2 firmware?

[MI5]

O2 firmware is not required for your phone @Bunks 

As long as it is a UK phone, it will work.

Give it 24 hours and reboot again and check.

[Bunks]

Hello. It's still not working and I have reset the device several times. I'm going to call customer services as the phone just doesn't seem to have the option for WiFi calling. I can't work it out!

[MI5]

I'd question if it really was active on your account @Bunks 

What phone does it say you have in your MyO2?

[Bunks]

Sorry not sure how I tell what phone I have on my O2. Where do I find it @MI5?
They've just reset my account and got me to reset my phone network settings but it's still the same

[MI5]

Just beneath your phone number @Bunks 

[Bunks]

Arh. Well mine doesn't have a device name under my number. When I click on the number it then goes to the next screen which has my old O2 number not the ported in number. I assume O2 have messed up somewhere? Thanks @MI5

[MI5]

Yes, that could well be the problem @Bunks 

Get them to rectify that first.