cancel
Showing results for 
Search instead for 
Did you mean: 

WiFi Calling and 4G not available on Tariff?

r1ch
Level 2: Apprentice
  • 8 Posts
  • 1 Topics
  • 1 Solutions
Registered:

Hello,

I am moving to a new property where there is no signal so after looking at options to get around this I found out about WiFi and 4G calling which is perfect.

 

I had a 20 month old o2 contract and a Oneplus 3T which wasn't supported so after a bit of browsing went to Carphone Warehouse and upgraded to a Samsung S9 on their unlimited minutes, texts and 16GB of data tariff after checking the phone would support it which they assured me it would (and after doing some research confirmed this). I 'added' WiFi and 4G calling via My o2 but noticed the next day it was still there as an option to add rather than saying I had it. Suffice to say nothing on my phone after looking in all the recommended places.

 

I phoned o2 and the nice woman I spoke to advised that it wasn't available on my tariff as they had tried to accept it on their end several times but it kept saying not available on this tariff. I found this odd as it was a brand new tariff (o2 unlimted) and they told me to go back to Carphone Warehouse as they should be able to see what tariff's support this feature although after enquiring apparently myself as a customer wouldn't be able to see this if i had ordered online etc which I found odd.

 

After going back to CPW they also advised this was odd and didn't make sense and rang o2 on my behalf where after confirming my details the lady told the CPW rep that it was enabled and would take up to 24 hours to activate but to speed up the process restart my phone every 2 hours if possible. Now I am about an hour away from the full 24 hours but after restarting my phone numerous times nothing new is showing. I have followed the procedures here https://www.o2.co.uk/business/support/network-support/wifi-and-4g-calling#Samsung-set-up and nothing, no updates available etc it could be that I need to wait the full 24 hours admittedly but I don't think this is the issue, I think that them enabling it over the phone came back with the same error etc

 

Does anyone have any steps on how to proceed to get this sorted? The only reason I upgraded was that I NEED this feature and I don't really think CPW are at fault here.

 

Any help appreciated.

 

Thank you.

Message 1 of 26
4,358 Views
25 REPLIES 25

r1ch
Level 2: Apprentice
  • 8 Posts
  • 1 Topics
  • 1 Solutions
Registered:

The option isn't there for me.

 

Just got off the phone to o2. 25 minute call and was on hold for 20 minutes of it after it was answered. First lady took details, put me on hold for 10 minutes then told me they would need to put me through to customer service. Did that, of course the new woman didn't know what I was calling about, re-explained. Hold for another 10 minutes and my case will be referred to the accounts team I believe she said who will call me back within 24 hours.

 

Fingers crossed.

Message 11 of 26
2,625 Views

Cleoriff
Level 94: Supreme
  • 122369 Posts
  • 824 Topics
  • 7457 Solutions
Registered:

@r1ch

Don't hold your breath for a call back from O2. It happens very very rarely...:smileysad:

Veritas Numquam Perit

Girl in a jacket
Message 12 of 26
2,619 Views

jonsie
Level 94: Supreme
  • 92921 Posts
  • 608 Topics
  • 6913 Solutions
Registered:

r1ch
Level 2: Apprentice
  • 8 Posts
  • 1 Topics
  • 1 Solutions
Registered:

Yep almost 48 hours on and still no callback. Guess i'll have to ring them again this afternoon. Is there a better number to call than just '202' to get me through to the correct section?

 

Thanks again for all the replies.

Message 14 of 26
2,607 Views

MI5
Level 94: Supreme
  • 143438 Posts
  • 632 Topics
  • 27490 Solutions
Registered:
All ways to contact here http://www.o2.co.uk/contactus
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 15 of 26
2,604 Views

jonsie
Level 94: Supreme
  • 92921 Posts
  • 608 Topics
  • 6913 Solutions
Registered:

You have to call and go through the options in afraid. To make it quicker try pressing zero a few times.

Message 16 of 26
2,603 Views

r1ch
Level 2: Apprentice
  • 8 Posts
  • 1 Topics
  • 1 Solutions
Registered:

And the plot thickens.

 

No callback so rang again today. Spoke to an advisor who told me that the spend cap I had on my phone is not compatible with Wi-Fi calling so have requested that to be removed and he will then add Wi-Fi calling to the account. However, he cannot guarantee it will work as the phone does not have the usual O2 firmware on it.....I advised the firmware had OXM which he wasn't aware of and he insisted it needed to have the other O2 specific firmwares to work but he was just reading from the O2 website re this so hopefully it was just the spend cap that was the issue. 

 

He will call me back apparently to advise that the spend cap removal has been completed and that Wi-Fi calling has been re-added to the account. Whether or not I get a callback I don't know but if it still doesn't work sounds like he will insist it is due to the phone's firmware which will likely make me pull my hair out!

 

Cheers for all the replies so far again!

Message 17 of 26
2,585 Views

MI5
Level 94: Supreme
  • 143438 Posts
  • 632 Topics
  • 27490 Solutions
Registered:
Ridiculous!
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 18 of 26
2,581 Views

jonsie
Level 94: Supreme
  • 92921 Posts
  • 608 Topics
  • 6913 Solutions
Registered:

If the guy isn't clued up on this i doubt very much that you can expect a callback.

Message 19 of 26
2,579 Views

r1ch
Level 2: Apprentice
  • 8 Posts
  • 1 Topics
  • 1 Solutions
Registered:

I have Wi-Fi calling!

 

For anyone else encountering this problem it would appear that having the spend limit add-on on your account will prevent it from working initially but once removed it works fine. I was also given the option of re-adding it after Wi-Fi calling was enabled but chose not to but I would assume as they offered it again it should work if needed as well as Wi-Fi calling.

 

The guy I spoke to still re-iterated it may not work due to non-O2 firmware before I rebooted my phone but it is. Should add he did call me back and then let me reboot the phone and rang me back again so fair dues to him.

 

Thanks for all the help. Appreciated.

Message 20 of 26
3,427 Views