S7 Edge - No WiFi calling after factory reset

[ccristal]

Hi!
After a factory reset, I am no longer able to see the "Wi-Fi calling" option in the Phone settings.
I have searched the forum, and others have had the same problem. In all those cases, the problem was fixed after speaking to a competent technical member of the customer support team - something that I've not been so lucky to get so far.
I am on the latest firmware (BFH6). Wi-Fi calling used to work for me before the factory reset.

Thank you for your help! 🙂

[BandOfBrothers]

Hi @ccristal

I've read similar posts myself too although I'm personally unsure as to why a reset should remove the feature.  

I would suggest checking no firmware updates are pending and also no carrier updates are either. 

This feature should be available on Samsung Galaxy s7 phones purchased directly from Vodafone as your aware. 

I can only suggest to persevere with customer service. Ensure its still set up on your account. 

Link > How-do-I-set-up-Wi-Fi-Calling-on-a-Samsung-Galaxy-S6-or-S6-edge-or-S7-or-S7-edge.

[Retired-Cara_B]

Hi @ccristal

Do you have an update on this? Did you speak to Customer Services? 

Cara

[ccristal]

I did. I spoke to a guy who told me he sent a "configuration item" to my phone, and that I would receive it within 72 hours. No idea what he meant. Got nothing so far, and still no WiFi calling option in my phone settings...

[Retired-Viki_R]

Hi @ccristal

Please let us know if this is still an issue after the 72 hours has passed and we'll advise you further.

Thanks,

Viki

[ccristal]

Hi, Viki!

Yes, this is still an issue. The 72 hours have now passed, and still no notification and no change. It would be great if you could look into this. Thanks!

[Retired-Viki_R]

I would recommend speaking with Live Chat as they will be able to look into this for you and get to the bottom of the issue.

Thanks,

Viki

[ccristal]

Viki,

I did what you suggested. The support agent who handled my case guaranteed that I will receive a notification within minutes. It has now been over an hour, and nothing has happened yet - no notification and no WiFi Calling checkbox in my Phone settings. Is there any way I can reach out to someone who knows exactly where the source of the problem is and can actually fix it? Thank you!

[Retired-Viki_R]

Please go back through to Live Chat and explain to them that you haven't received the settings yet and they will resend it, they should be able to do this whilst you're on the phone. 

Thanks,

Viki

[ccristal]

So frustrating... I'm now in another chat, which has been already transferred around 3 times. Nobody seems to have a clue what to do, they all say "I've activated your WiFi calling", it should be active within x", and each representative has a different value of x, from a few minutes to 72 hours. Nobody knows anything about configuration settings and nobody is willing to transfer me to a technical team. I will post the transcript when the chat is over.

Live updates

2:24pm: chat now transferred for the 5th time. Still no luck.

2:37pm: chat now transferred for the 6th time, this time to a "specialized agent" (007?) . Total time in chat so far: 1h5'

2:41pm: chat now transferred for the 7th time, the problem was apparently too hard to crack even for Mr. Bond. Total time in chat: 1h9'.

2:49pm: chat now transferred for the 8th time. Apparently, I'm facing a technical issue. Oh, really?

2:51pm: chat now transferred for the 9th time. Apparently, I had been transferred to the previous agent by mistake.

2:58pm: after 1h27', someone eventually acknowledges that this is an issue with the handset.

3:09pm: oh, this guy has a "dedicated team for my concern"...

3:18pm: things are getting serious. The guy asked me for the IMEI number...

3:26pm: he just asked me for a problem description, date first occurred, etc. I suspect he's filling in a form for a generic problem. I was hoping he would be someone knowledgeable... <SIGH>

3:55pm: someone from the dedicated team will be in touch within 24 hours.

4:10pm: chat now over, he committed to solving this problem. I asked him to commit to letting me cancel my contract if nobody called me within 24 hours, he said he couldn't, Total duration of the chat: 2h38'.

This is a disgrace! No customer of any company should go through this...