WiFi & 4G calling firmware

[Anonymous]

Having been a long time customer for over 10 years now, I've never once had a problem with anything up untill now. Is there anyone that can help out with this WiFi calling please, because being told to upgrade a contract to another phone is taking the p!ss and not the answer I expect from O2. I was quite happy using TuGo without any problems until the end date of 30th November. I regularly have no phone signal so relied upon the TuGo app.

I have followed all instructions on the O2 webpages to allow for WiFi and 4G calling but I still dont have the right firmware/package. I have a Smasung S7 edge purchased from a official O2 store and it's on a O2 contract with a O2 sim card. I have enabled WiFi calling on my O2 account and turned on the setting on the phone. I have even checked the software, which is up to date. Althought the version I have is not the correct one? O2 informed me that i would not be covered on insurance if the phone locked up trying to download a firmware version from somewhere else and they wont do this in store!

Is there anything I can do to get this working please? Any help would be much appreciated.

[MI5 · Accepted solution]

Backup phone first as this could wipe everything.
Dial *#272*62826# and you should get a list of CSC's to choose from.
You need the O2 one.
This will work if you have a multi CSC installed.

[Anonymous]

HI MI5

I have dialed in the code that you mentioned and the following screenshot is what came up. Am i right in understanding that i alread have the O2 CSC installed? If so then then the next screenshot is the displayed version that I have installed and cannot update.

[MI5]

Yes mate, you have the correct up to date (latest) firmware installed so it should be working.
You need to get back onto O2 and make sure this gets escalated so they can fix whatever it is that is wrong with your account.
Note that although wifi calling will work anywhere with a fast enough wifi signal, the 4g calling part is only in specific areas currently.
Have you tried on different wifi networks?

[Bambino]

@Anonymous Should O2 fail to help you (which will come as no surprise) you might want to think about changing providers. Both EE and Three offer calls over WiFi. Unfortunately, your being with O2 for any length of time counts for nothing these days.

[Anonymous]

Ok thank you for that. I will have to go and contact O2 and see what they say. Hopefully not just upgrade to a new phone again. I'm not all that bothered about 4G calling as I live on the South cost of UK and cross channel interference is generally the explication given for bad reception (perfect get out clause for companies not spending money). I was just more interested in the WiFi calling.

Really disappointed that they took a system away from customers before implementing a new system that works ☹️

[Anonymous]

Bambino yes I agree. Backing the early days of being a o2 customer 8 did think they actually looked after customers better. As I've always been happy and just gone for a simple upgrade I never had any problems before. It seems like everything these days is just buy a new one, upgrade etc. Apparently my S7 edge is outdated now and that's a reason why I need to upgrade to get WiFi calling (according to O2)

[Bambino]

O2 have for some time now operated under a 'Fair deal for all' policy, which basically translates as 'loyalty counts for nothing'. If you get no satisfaction out of Customer Service, you should consider changing providers. O2's decision to end TuGo without a working alternative in place was poorly thought out.

[MI5]

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@Anonymous wrote:Apparently my S7 edge is outdated now and that's a reason why I need to upgrade to get WiFi calling (according to O2)

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Whoever told you that needs some re-training!

It's on the list of supported devices which anyone can clearly see

https://www.o2.co.uk/connectivity/wifi-and-4g-calling