People I'm calling complain I keep cutting out. Am I getting Wifi calling?

[DavidB-3335558]

I'm getting a couple of bars of signal strength in my house. My phone is compatible with Wifi calling and is enabled in settings, and it's wifi is switched on. The wifi itself is also switched on, with a good internet signal and my phone is well within range. How do I tell if Wifi calling is working or not? I made a couple of calls to land lines today, and they both complained that I kept cutting out, even though I could hear them ok. I would have thought that if Wifi calling was actually working, I would not have this problem.

Any suggestions please on what I can do? To be honest, this is making me doubt Smarty, because it could be a deal breaker if I can't make decent calls from my own house, because that is where I make most of them.

[DavidB-3335558 · Accepted solution]

Have finally worked it out! Even though Wifi calling is enabled, my phone is always using the signal from the mobile mast to make the call, even if that signal is very weak, hence the poor sound quality. After trying everything else, I switched my phone to airplane mode, making sure the Wifi was switched on. This disconnected my cellular signal to the mast, and thus forced my phone to use Wifi calling. All I have to do then is remember to switch airplane mode off when I leave the house, so that I can use the mobile signal as usual to make and receive calls.

[RachelM_7667]

Hi DavidB-3335558,

Im sorry to see this, i can understand your frustrations with WiFi calling especially within your home. 

First, can you please check if your device is compatible for WiFi calling.  If your device isn't on this list, then it may be that your device (rather than SMARTY) doesn't support Wi-Fi calling. You can check this here: Which devices are compatible with WiFi Calling? | SMARTY Help Centre

As your phone is showing that you’re connected to WiFi, you can try restarting the router to understand if the issue is with your WiFi connection.

You may also find this troubleshooting article helpful: My WiFi Calling is not working | SMARTY Help Centre

If these steps don't work, please don't hesitate to reach out to our customer care team at:  https://smarty.co.uk/contact.

- Rachel 

[DavidB-3335558]

Hi Rachel, I have contacted on line help and they suggested removing my sim card for 10 minutes, switching phone off, putting sim back in, and restarting phone. Still no joy.