WiFi Calling and 4G not available on Tariff?

[r1ch]

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.

[MI5]

@r1ch

Get customer services to escalate the issue to tech support.
It's not a tariff issue so needs investigating properly.

[Anonymous]

@r1ch Is there an option to turn WiFi Calling on in your phones settings as that may need to be on as well. I’m not entirely sure on this but I think that you can only get WiFi Calling if you purchase an O2 contract in one of their stores & not third party but maybe someone else will be able to clarify that 

[r1ch]

There is no option for Wi-Fi calling anywhere and after my own research the S9 should not have to be purchased directly from o2 for this to work. Hopefully someone will confirm this.

Thanks for the response.

[MI5]

S9 will work regardless of where purchased providing it's on a UK unbranded or O2 firmware.

[gmarkj]

Maybe need to confirm the CSC number to check it is on UK version?

[EmilieT]

Hi @r1ch, I was wondering if you'd made any progress on this since yesterday? Did you get a chance to check the latest replies above? 

[r1ch]

Hello,

Sorry for no replies as of late have been busy working and sorting the house move. No I haven't had a chance to call o2 again, either finish after they shut or don't have enough time to 'firmly' put the point across that it is on their end.

The CSC is G960FOXM2BRJ3 which I believe due to the OXM part means there is no issue with my phone.

Thank you.

[MI5]

Correct. CSC is fine.

[Rabster]

I couldn't find wifi calling on the main settings/connections menu but if you pull down from the top of the screen to view the quick settings icons, then swipe to the second page the very last option will be wifi calling (unchecked by default). I'm probably stating the obvious, but I actually found it by accident myself!