main_icn_My_Vodafone main_icn_Search main_icn_Chevron_right main_icn_Chevron_down main_icn_Close main_icn_Menu social-facebook social-google-plus social-linkedin social-twitter social-youtube main_icn_Community_or_Foundation main_icn_Location main_icn_Network_signal

Android

Samsung S8+ Video Calling

2: Seeker

I have read so many posts on this issue, dating back to 2016, and I still can't believe Vodafone has STILL not resolved the problem!!!  

I am not able to make video calls on my new Samsung S8+, I have spent hours 'chatting' to both samsung and vodafone to try and get a solution - the latter have apparently never heard about there being an issue (and they were the technical team which doesn't bode well, as clearly no on is looking to resolve it!!!).  

I put my sim into my boyfriend's new S8 (to O2) and it worked perfectly - which obviously backs up the fact that this is to do with vodafone locking their phones and the firmware they use to do that.  

The solution I've been given is that I should send my phone away to samsung to 'investigate' - as I'm out of 30 day cool off this would mean I'm without a phone for 2 weeks which just is not do-able.  So I'm pretty much stuck with it!

It would be helpful if any moderator on the site could answer a few questions - 

a) if Vodafone have known about this issue for years and still not resolved it - why????

b) if there is a solution being worked on - when will it be available to us loyal paying customers who have been with vodafone for years??

c) will we be receiving any kind of compensation for not having this feature when it is clearly something that samsung support and alledgedly vodafone do too?  ( I have been repeatedly told that it's not vodafone's fault as they have activated the right settings on my account for me to be able to use video calling!

 

I also wondered if anyone else had tried getting their vodafone handset unlocked to see if this solves the problem? I have requested my unlocking code, I don't expect vodafone to refuse me!!!!

View more options
98 REPLIES 98
Administrator

@Dennyjo8 There's no timescale for this to be rectified, however our teams are still looking into it. 

There's a workaround posted here, which you may wish to try in the meantime. 

View more options
2: Seeker

Have you actually tried using that app? The only way it works is if your contacts also have it installed! As most of my friends are with providers who do actually provide a good service and the one they are contracted to do, there is no need for my friends to download an app they don't need!! And actually there must be some kind of contractual breach by Vodafone on this. Not least when they have known about the issue for years and still fool customers into singing up to something that is not 100% what they claim it to be! 

Really not happy about this!

View more options
2: Seeker

I cannot get the video call feature to work. Says it's unavailable. Tried all settings. This is all three phones on one account tmobile. Tried to call tmobile, that didnt help. S7 to s7 works but not s8 to s7. Think its the software itself. They need to make it universal across android phones like they do the fscetime for iphone. HELP!!!

 

View more options
Administrator

@Dennyjo8 We're speaking to Samsung about this and our team would like to know the software versions of the devices involved. You can find this by dialling *#1234# and please let us know the AP and CSC version. 

They've also asked if both numbers involved in the call are using the Samsung S8+? 

 

@zimou13 If you have a Vodafone UK account, please also provide us with the above answers 🙂

View more options
2: Seeker

AP- GN55FXXU1AQK7

CSCS-GN55FOVF1AQL1

Not sure of relevance about handsets. It's mine that doesn't work, regardless of who/what I I'm trying to call!! I tried my SIM in an O2 s8 handset and it worked fine. I couldn't do the opposite because Vodafone handsets are locked to any other provider. 

And if you read the dozens of blogs over the last few year on this matter you will see the problem seems to have been identified as Vodafone firmware, and it is to do with the phones being locked. I'm actually not technical but it's clear whatever the problem is, it is well known, but Vodafone has not bothered to find by solution.

 

View more options
Moderator

Thanks for getting back to us with your AP and CSC @Dennyjo8.

We've passed these on to our specialist team who will be able to investigate this further to help with your video calling query.

View more options
Administrator

@Dennyjo8 Could you please also confirm that you're on a Red plan with Wi-Fi Calling enabled? 

We'll also need to check the coverage in your area to make sure there's a 4G connection. Please let us know your full postcode so we're able to do this. If you don't want to post this publicly, you can add it to your profile here

View more options
2: Seeker

Yes I am on a red plan. The phone does not give me the option of turning on WiFi calls. I expect with s8 it is automatically on. When I tried my SIM in my boyfriends s8 the video calling worked and it also doesn't have the option of turning on WiFi calls. And yes I live in an area where 4g works perfectly fine! I have added my post code to my profile.

View more options
Administrator

@Dennyjo8 You're able to see how to set up your Wi-Fi Calling here

To enable this, you can simply text CALLING to 97888 - this text will not be charged. 

Once you've confirmed this is enabled, please test again and let us know if you've seen any changes. 

Thanks for adding your postcode to your profile 🙂

View more options
2: Seeker

Hello - Just received Galaxy S8 - Unlocked (purchased from Samsung US site) and I'm using T-Mobile SIM. When making calls, I see there is a option of Video Call but that's grayed out / disabled. How and when is this suppose to work?

 

see: ShowBoxMobdro Vidmate

View more options
Moderator

@zimou13 I'm sorry to hear you're having problems with video calling on your Samsung Galaxy S8+.

As we only have access to help customers with Vodafone UK accounts, I'd advise you speak with your network provider. I'm sure they'll be happy to help you with this further 😊

View more options
2: Seeker

As I'm pretty sure I already said, I have checked and been told by Samsung that WiFi calling is already activated. I nevertheless texted what you told me and have been told again it is already activated.

There is no way to 'switch it on' on my phone. It is not in any of the settings. And quite frankly WiFi calling is only meant to support calls when out of signal. It has no relation to whether you can make video calls!

So perhaps you could suggest another solution to this problem which you have known about for years?

View more options
Highlighted
Moderator

@Dennyjo8 Thanks for confirming that Wi-Fi calling is enabled. We needed this piece of information to continue the investigation.
I've let the dedicated team know that this is the case. We'll be in touch as soon as we have any further updates.

View more options
Administrator

@Dennyjo8 Just popping you a quick post to let you know that our team are still investigating this. 

View more options
5: Helper

Hi,

I have tried on my Unlocked S6+ and S7+ but it never worked.

The issue is with the Vodafone bloatware on the phone.

I had a contract taken a contract with Samsung Note4 from CPW on Vodafone and there was no issue with Video Calling on it.

 

Regards

Vicky R

View more options
Administrator

@Dennyjo8 We've not had an update yet, however as soon as we do, we'll let you know. 

View more options
Administrator

@Dennyjo8 I'm still actively chasing this up for you, just letting you know we haven't forgot! 

View more options
2: Seeker

Hi, what is actually going on? When you say 'chasing this up'? Do you mean you're trying to find the right person to ask? Or is someone technical trying to come up with a solution? It seems like everyone knows what the problem is so why don't you just sort it out???

View more options
Administrator

@Dennyjo8 We're in contact with the correct people and they're working to see what can be done. When they provide updates to us, we can relay these back to you. 

For the Video Calling to work, both users would need to be on a 4G connection. It's been confirmed that this isn't a firmware issue but that Video Calling will only work when on 4G. 

The Wi-Fi Calling aspect ensures your account is fully provisioned for Video Calling. 

If the above is the case and it's still not working, we'd be happy to look into this further. Please contact us using the link in my private message if you wished to continue troubleshooting. 

View more options