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Android

A5 Wifi Calling missing option

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4: Newbie
Just succeeded, on about the 20th attempt at 191 I was put through to a guy called Karim in technical support. He sent out something to the phone, I had to turn off and turn it back on and there it was. Karim admitted that it was tricky.
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Moderator

@John1956 Great news!

 

Thanks for letting us know. :smileyhappy:

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2: Seeker

Hi @Dane_B

The link to the Diagnostic Form is not working 

 

Note yes I am on Red Bundle

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4: Newbie

Hi .

 

Exactly the same issue. Brand new A5 2017 bought directly from Vodafone on the red plan.

 

Wi Fi Calling option is missing in the settings menu. Spoken to the tech team at least 10 times and had the phone replaced . Still no wifi calling option.

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Moderator

@mmuggeri

 

I've sent you a private message with details on how to get in touch.

 

For anyone else with the same issue, try the steps listed here and if you’re still affected, contact customer service.

 

 

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4: Newbie

Hi .

 

Exactly the same issue. Brand new A5 2017 bought directly from Vodafone on the red plan.

 

Wi Fi Calling option is missing in the settings menu. Spoken to the tech team at least 10 times and had the phone replaced . Still no wifi calling option.

 
 
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4: Newbie
I think it depends on who you get on the tech team. Vodafone should circulate new instructions on how to do it.
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4: Newbie

Apparently it is in issue with OS. Level of incompetency is staggering though. Nobody knows and nobody cares. They had exactly the same issues with S6 and S7 models but would not admit it. So  nothing will happen until they roll out update to OS or Security patch .

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2: Seeker

This is the magic we all dream of...

Tech team how can you replicate what Karim did and tell all your team so I can call and not just get runaround ?

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Moderator

@VADIM10226

 

I've sent you a private message with details on how to get in touch.

 

For anyone else with the same issue, try the steps listed here and if you’re still affected, contact customer service.

 

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4: Newbie

Thanks. I have spoken to the team at 191 at least 10 times to no avail.

Filled in the form as you suggested

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2: Seeker
My Phone is now showing the WiFi option in the Phone application settings, i.e. press the phone symbol from the home page and then select menu settings.
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2: Seeker
For those where the WiFi option is not shown on the phone make sure you have enabled the option on your Vodafone Account and if it is try forcing an update of settings on your phone by swapping the SIM to another phone and then back to your new phone. Don't know if this will help, but good luck
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4: Newbie

Had a phone call from Vodafone and the same thing was offered . We will send you a text with settings .Once applied Wi Fi Calling should be there.

 

Have not received anything

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2: Seeker
If they don't send it the SIM swap trick might work.
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4: Newbie

My Conversation with Vodafone tech team:

 

u
 
 
Ritu C
 at 10:03, Mar 10:
May I please take the make and model of the handset ?
 
 
Vadim
 at 10:05, Mar 10:
 
 
Samsung A5 2017 model
Ritu C
 at 10:07, Mar 10:
Thank you
 
 
Ritu C
 at 10:09, Mar 10:
From the home screen, tap the Phone icon Tap More in the top right corner Tap Settings Scroll down to the bottom and tap the box for WiFi Calling Tap OK to confirm WiFi Calling is now enabled
 
 
Vadim
 at 10:10, Mar 10:
 
 
I do not have that option in the menu
Ritu C
 at 10:11, Mar 10:
Vadim, in this case the handset feature needs to be updated on the nearest Samsung or Vodafone store to enable the WIFI as it is already active from our end
 
 
Vadim
 at 10:13, Mar 10:
 
 
Is this a joke?
Vadim
 at 10:15, Mar 10:
 
 
What happened to the settings that were supposed to be sent to me?
Ritu C
 at 10:15, Mar 10:
Vadim, settings won't work until and unless the feature is available
 
 
Ritu C
 at 10:16, Mar 10:
I can certainly help you with the settings but it will require the feature that should be available to on or off
 
 
Vadim
 at 10:17, Mar 10:
 
 
Can the feature be activated in the shop only?
Vadim
 at 10:19, Mar 10:
 
 
The settings I am on about was meant to be sent in text format that I would then install on my phone
Ritu C
 at 10:19, Mar 10:
The settings you get are in text format but it will not work for you
 
 
Ritu C
 at 10:20, Mar 10:
As if you go to settings < there is no WIFI calling option availavle
 
 
Vadim
 at 10:20, Mar 10:
 
 
Ok . So what shall I do and why they will not work?
Ritu C
 at 10:21, Mar 10:
Shall I give you stores phone number so that you can check on call with them and if they can fix it there on call ?
 
 
Vadim
 at 10:22, Mar 10:
 
 
All of your colleagues I have spoken to previously told me that I need to receive and install this settings. Clearly it is not the case. How is it fixed in the shop?
Vadim
 at 10:23, Mar 10:
 
 
Do they need to upgrade the software?
Ritu C
 at 10:24, Mar 10:
Vadim, I have checked with my expert and we are just the network provider and wifi calling is the handset feature which needs to be updated. No text settings can set it up without talking to the technicians
 
 
Vadim
 at 10:26, Mar 10:
 
 
Ok . So how do I fix it then?
Ritu C
 at 10:26, Mar 10:
You have to take it to the Vodafone store or talk to the manufacturer that is Samsung customer care so that they can update this feature
 
 
 
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4: Newbie

My Coversation with Vodafone support team:

 

u
 
 
Ritu C
 at 10:03, Mar 10:
May I please take the make and model of the handset ?
 
 
Vadim
 at 10:05, Mar 10:
 
 
Samsung A5 2017 model
Ritu C
 at 10:07, Mar 10:
Thank you
 
 
Ritu C
 at 10:09, Mar 10:
From the home screen, tap the Phone icon Tap More in the top right corner Tap Settings Scroll down to the bottom and tap the box for WiFi Calling Tap OK to confirm WiFi Calling is now enabled
 
 
Vadim
 at 10:10, Mar 10:
 
 
I do not have that option in the menu
Ritu C
 at 10:11, Mar 10:
Vadim, in this case the handset feature needs to be updated on the nearest Samsung or Vodafone store to enable the WIFI as it is already active from our end
 
 
Vadim
 at 10:13, Mar 10:
 
 
Is this a joke?
Vadim
 at 10:15, Mar 10:
 
 
What happened to the settings that were supposed to be sent to me?
Ritu C
 at 10:15, Mar 10:
Vadim, settings won't work until and unless the feature is available
 
 
Ritu C
 at 10:16, Mar 10:
I can certainly help you with the settings but it will require the feature that should be available to on or off
 
 
Vadim
 at 10:17, Mar 10:
 
 
Can the feature be activated in the shop only?
Vadim
 at 10:19, Mar 10:
 
 
The settings I am on about was meant to be sent in text format that I would then install on my phone
Ritu C
 at 10:19, Mar 10:
The settings you get are in text format but it will not work for you
 
 
Ritu C
 at 10:20, Mar 10:
As if you go to settings < there is no WIFI calling option availavle
 
 
Vadim
 at 10:20, Mar 10:
 
 
Ok . So what shall I do and why they will not work?
Ritu C
 at 10:21, Mar 10:
Shall I give you stores phone number so that you can check on call with them and if they can fix it there on call ?
 
 
Vadim
 at 10:22, Mar 10:
 
 
All of your colleagues I have spoken to previously told me that I need to receive and install this settings. Clearly it is not the case. How is it fixed in the shop?
Vadim
 at 10:23, Mar 10:
 
 
Do they need to upgrade the software?
Ritu C
 at 10:24, Mar 10:
Vadim, I have checked with my expert and we are just the network provider and wifi calling is the handset feature which needs to be updated. No text settings can set it up without talking to the technicians
 
 
Vadim
 at 10:26, Mar 10:
 
 
Ok . So how do I fix it then?
Ritu C
 at 10:26, Mar 10:
You have to take it to the Vodafone store or talk to the manufacturer that is Samsung customer care so that they can update this feature
 
 
 
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Moderator

@VADIM10226 - Did you email my team using the link Dane provided in his private message?

 

If so, please reply to the last email from us and we’ll look into this further.

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4: Newbie

Hi.

 

I did email the team using the link provided.

 

I was told that the settings will be sent to me in a form of a message and once installed will activate WiFi calling option in the phone menu.

 

No settings were received. So back to square one.

 

If you look at my post prior your colleague suggests that issue needs to be addressed by software update or can be fixed in the shop only

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Moderator

@VADIM10226 I can see our latest email to yourself was sent on 11 March.

 

If the steps given in this email didn't resolve this issue, please reply to our email. 

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