O2 Wifi & 4G Calling

[Agent47]

Hi

I have followed the instructions on the O2 website in how to enable Wifi and 4G Calling on my settings on my iPhone 6s, but it does not work. My OS and Carrier settings are all up to date as per criteria.

The online chat helpline, customer services and O2 rep in-store have confirmed from my O2 account that I am set up for Wifi and 4G calling. I have also double checked this aswell on my O2 account online and my O2 app and it does state that I am wifi & 4g enabled.

However, when I go to settings > mobile data > mobile data options > enable 4g and click on ‘voice & data’ it states, “Cannot Activate 4G Calls – to enable 4g calls on this account, contact O2”

Likewise, when I go to settings > phone > wifi calling and try to switch on ‘wifi calling on this iphone’ it states, ‘enable wifi calling?’ So, I click on ‘enable’ and it states, “to allow wifi calling on this account, contact O2”

The O2 rep in-store just passed me on to telephone customer services and the woman just said, 'reset your network settings'.

I am hesitant to do this as I need to know firstly, is this going to solve the issue (does she know what she is talking about i.e. she initially told me that iphone 6s doesn't support wifi & 4g calling !!!) and secondly, it resets everything to factory settings!

I don't know how this would implicate on my phone, I know wifi pw are reset but what about other stuff etc???

Please assist, many thanks

[MI5]

It won't reset everything on your phone.
The only thing you may have to do is re enter wifi passwords.
It worth trying before anything else.

[Agent47]

Hi MI5,

Update:

Ok, so I spoke with O2 Chat online and the 'reset network settings' didn't solve the issue in anycase 😞

The Guru then came on and tbh, no disrespect, he clearly didn't read my detailed synopsis and couldn't solve it either. Escalated to a case ref number via email.

I asked that a face to face guru appt would surely be better, then they can visually see the problem. I've even taken screenshots.

The guru said no.

Anyone else having similar problems?

[MI5]

It certainly sounds like an account issue so I wonder if it's worth asking cs to remove it from your account and reapplying it?
Also to check, are you business or consumer tariff and do you have Tu installed.
Some business tariffs don't work and Tu needs deleting first to enable wifi calling.

[MI5]

Some help here to look at too if it helps http://www.o2.co.uk/business/support/network-support/wifi-and-4g-calling

[madasaf1sh]

How long after enabling it on the website did you try and enable it on the handset?

Also what OS Version are you on? and what carrier version?

Are you on a consumer or business tariff? 

[Agent47]

Hi MI5,

Yes, I'm a personal customer, not business and I don't have TU

Yes, I think it is an account related issue. I will mention to CS about the 'removal' (and subsequent add-on) of the bolt-on before I actually remove it myself (it will only confuse things if I do it now before CS get back to me within 5 days!), but I would've expected this to have been tried by the online chat team or certainly the 'Guru' before they escalated the matter...

@ madasaf1sh - OS iOS 10.3.2 / Carrier O2 28.4 / iPhone 6s. I tried again last night (well over 24 hours) and still didn’t work.

[MI5]

Keep us updated with any issues and hopefully the fix please.

[Anonymous]

I am suffering from exactly the same issue as Agent47, carrier settings O2 28.5.8.

[MI5]

It's always worth connecting to iTunes to check the latest carrier settings are installed too.