Wifi Calling on H2O Not Working

[batman71]

Have a 3 month old Moto G Play (2021) on the "pay-as-you-go" plan. Till now, I had not really concerned myself with wifi calling.
The phone IS wifi calling capable so I turned on the feature, turned on "airplane mode" so as to force it to use wifi and confirmed that I was connected to the wifi network. When placing a call, I get the message to "Turn off airplane mode or connect to a wireless network". I tried three different network connections in my home to no avail
I have spoken to H2O CS three times today (got disconnected 30 minutes into the first two calls). Of course, they had me check the same things on each of the three calls. I was told that wifi calling is a feature of my plan and should work. The last CSR said that maybe my phone is not compatible.
It is an AT&T phone and of course H2O uses the AT&T network. Based on this and the newness of the phone, it makes no sense that there is a compatibility issue.
My wife has an iPhone on AT&T prepaid plan and the wifi calling works fine.
Any ideas out there?

[JoeSchmoe007]

I reached out to them about the same issue (I use unlocked Pixel 3a). They told me WiFi calling only works for iPhones.

Same Pixel 3a supports WiFi calling on AT& Prepaid without any issues.

[batman71]

OK, I found the solution, no thanks to H2O.
I removed and reinstalled the sim card and all is well now.

[batman71]

Since my 4/7/2022 post, I have been successfully using wifi calling on a Moto G Play. I recently purchased a Moto G Pure and ported a number from AT&T wireless to H2O wireless. I have been unable to get wifi calling to work on the new H2O sim card. I know that wifi calling will work on the Moto G Pure because I moved the sim card over from the Moto G Play and verified that to be the case. So, it has to be the sim card or some setting unrelated to the phone itself.
I spent about three frustrating hours on the phone with H2O today and spoke to at least five different CSRs. With two of the calls I got disconnected and no one called back as promised.

I tried the fix several times that I had used to get wifi calling working on my Moto G Play last April. It is not doing the trick this time.
Any suggestions?

[PaulCrawhorne]

Assuming the provider is not at fault, the most certain path is to use a model variant explicitly intended for the upstream MNO, or even branded, logo on bootup.

Often the "networked unlocked from maker" or international variant model will not get WiFi calling on any USA network, even if perfectly RF compatible otherwise.

Same with Visual VM feature

[batman71]

Paul,
I appreciate your willingness to help me but the information you posted is over my head. And, if you are accurate with your prognosis, I'm not sure how to take your information and solve my issue. Sorry for my ignorance.

I was surprised when you wrote "assuming the provider is not at fault". I had actually concluded that the provider is at fault. I have two Moto G phones, both 2021 vintage, both packaged as AT&T prepaid phones, both on the same H20 plan (pay-as-you-go), both running Android 11. I have successfully used both phones for wifi calling in the past two days sitting in my home and using the same wifi network. The problem is that I can do wifi calling with one of the H2O numbers but not the other.
It seems to me that H20 needs to change something (I have no idea what that might be) in order to make my newly acquired number/sim card work for wifi calling.

Admittedly, my problem might be that I am unable to get to someone at H2o who has the knowledge to help. I keep getting tied up with a frontline CSR who wants to go through the same potential fixes that are not working.....changing APN and other settings, reinserting the sim card, checking the obvious such as whether wifi is turned on and whether I have a good wifi connection, etc. And, to make matters worse, if I get disconnected an hour into the call, the CSR doesn't call back and I need to start all over again.

[PaulCrawhorne]

I was surprised when you wrote "assuming the provider is not at fault". I had actually concluded that the provider is at fault. I have two Moto G phones, both 2021 vintage, both packaged as AT&T prepaid phones, both on the same H20 plan (pay-as-you-go), both running Android 11. I have successfully used both phones for wifi calling in the past two days sitting in my home and using the same wifi network

Using the same SIM, swapping between them ?

The issue usually is the combination of the specific model phone and the upstream provider, MNO not MVNO's fault.

Are the model#s exactly the same? (XT...)


> It seems to me that H20 needs to change something (I have no idea what that might be) in order to make my newly acquired number/sim card work for wifi calling.

They will likely not have any idea either.

[PaulCrawhorne]

An illustrative example of how WiFi Calling can be a roll of the dice

https://www.howardforums.com/showthread.php?p=17253192

[batman71]

Yes, I took the sim card for which wifi calling has worked all along (and still works) and it works in both Moto G phones for wifi calling. The sim card I acquired a week ago with a new number does not work in either phone for wifi calling. All other phone functions work fine with that card.
The phones are not identical. One is a Moto G Play and the other a Moto G Pure.

[PaulCrawhorne]

OK, so try asking for the line to be re-provisioned with a new SIM.

Can you just buy a new virgin SIM? Or maybe just remove your current one and report it lost?

[batman71]

I certainly could....I bought the one in question for $1 at Target.
I finally got them to escalate my call. Will give them one more opportunity to fix the problem and then try the new sim route.

[batman71]

Finally got them to make the changes necessary to enable wifi calling. They did not explain exactly what they did but I do know that two items showing under "SIM Status" changed. Specifically, the "NETWORK" changed from H2O to AT&T and the "MOBILE DATA NETWORK TYPE" changed from LTE to IWLAN.
No sure why it took multiple phone calls and conversations with at least eight different CSRs to get it fixed. But, I am glad they finally got it figured out.

[zapjb]

Glad you're sorted.

[PaulCrawhorne]

No sure why it took multiple phone calls and conversations with at least eight different CSRs to get it fixed.

Because it's an obscure technical issue that most frontline reps would never even have heard of.

Be happy that at least one higher level support tech with a clue was reachable, with many MVNOs you would have been SOL even trying dozens of times.