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Wifi Calling
I purchased a telephone connected through a smart hub. My calls are consistently dropped at just over 11 minutes. My telephone provider checked their end and could not determine any problems (m...
Hey Theb
Thanks for answering the questions, and completing the troubleshooting. It helps a lot!Based on your troubleshooting results, it appears that WiFi calling is not that issue, it seems that your Smart Hub is having trouble keeping a steady connection (common and expected from a smart hub since its using cellular data not a wired connection).
Below lets try some more troubleshooting to narrow down the issue further.
Troubleshopoting #1 - Running a speed test on your smart hub.
WiFi calling required 2mbps upload and download speeds to work correctly.
WARNING: Speed Tests use under 2GB of data. Please make sure you have enough data on your smart hub to avoid costly PPU data overages.- Go to www.SpeedTest.net
- Click the circle button "GO".
- Once finished (takes 1 minute), you will get results for your PING, Download, and Upload.
- Please share these results in your reply.
Troubleshooting #2 - Network reset on your cellphone & test WiFi Calling.WARNING: When doing a network reset, it will delete your saved WiFi passwords, and Bluetooth connections. If you proceed, you will have to manually connect to your WiFi with the password once. Then it will automatically connect like normally. This also applies to any Bluetooth devices you may have connected to your phone. Rest assured, your phones contacts, pictures, apps, and any important information will NOT get deleted.
- Disable WiFi Calling.
- Reset Network Settings
Apple: Go to Settings > General > Reset > Tap Reset Network Settings
Android: Go to Settings > General Management -OR- System > Reset -OR- Reset Options > Tap Reset Network Settings
(once complete, restart your Apple or Android phone) - Connect to your WiFi & enter the password.
- Enable WiFi Calling
- Enable airplane mode
- Double check WiFi is still on
- Make a test call and see if the call drops ~11 minutes.
If you have a cellphone plan with limited minutes, please make sure you have enough to avoid PPU minute charges. - Once you are finished this test, don't forget to turn airplane mode off.
Troubleshooting #3 - PING test on Smart Hub
We will be checking to see if the Smart Hub is able to keep a steady connection for longer than 11 minutes.
- Turn on your Windows computer
hopefully you have one, if not let me know and I will try and find alternative instructions - On your keyboard, hold down the Windows Key then tap on the R key. Then release both keys.
This will open a little box called Run on the bottom left of your screen. - In the text area, type CMD and click OK
A black box will appear with white text. - Type: ping google.com -t and click enter
- Let this run for 11+ minutes.
Every few seconds, a new line of text will appear. Keep watching it. If you see an error: Request timed out, or General failure and its there are multiple errors in a row, than we have determined that the Smart Hub is unable to keep a steady connection and that is the reason your WiFi Calling is having issues. After some time has passed, you can click the X to close the black box.
TELUS Employee & Neighbourhood Volunteer :black_small_square:If you found this helpful, let others know by clicking the ❤️ Like button.
I ran the test for 15 minutes and there was no problems. Times ranged from 10 ms to 300+ ms (one). Average was 40-50 ms.
On the speed test the download was 23.8 and upload is ping was 21ms, jitter is 18% and zero loss.
I will have to wait for another time to do test two, until I retrieve my password, etc.
BrandonT
TELUS Team Member
TELUS Team MemberTheb
I too had to re-type my long message 3x before it went through. I am now copying the text before I click the Post button so I don't have to re-type, I can just paste and hope for the best. No error was given, so I have no idea whats happening.
The 15 min test you ran has great results.
Perhaps running it for a few hours may yield more accurate results. If your up to it, we can try running it for a day.
ping google.com -n 50000 >C:/ping_test.txt
This will save a note called ping_test.txt in your C:/ directory. You could then PM me the results to review for any possible concerns.
As for your speedtest...download is very high for a Smart hub. PING is also really good. The upload speeds did not appear, if you can run the test again to find your upload that will be very useful.
Do you happen to have a 2nd cellphone you could try WiFi calling on to see if it also has the same issue?
If so, we can confidently rule out your cellphone from further troubleshooting.
Ill await your response when you get the chance to run troubleshooting #2.
I couldn't get the text to save to a file but ran the test 50,000 times and here is the summary:
Packets sent: 50,000
Received 49959
Lost 41 (0%)
Approximate round trip times in milli-seconds
minimum = 22 ms
Maximum 3604 ms
Average 64 ms
ping google.com -n 50000 >C:/ping_test.txt
When I try this I immediately get a message "Access denied". I am listed as the administrator.- BrandonT
Nighthawk made some good points.
- Its worth looking into the Primus phone and ensure all possible troubleshooting efforts are made. More often Wi-Fi Calling issues are from the phone itself, and is often fixed by a network reset, or re-configuration of Wi-Fi calling. Since I have no idea on Primus phone systems, I am unable to assist with the troubleshooting for this. Therefor I will assume the Primus phone is working correctly unless Nighthawk or another member is able to provide more instructions. In the meantime, I will continue with troubleshooting the SmartHub. - If anyone knows more about Primus and troubleshooting, please chime in.
- Ping tests are not completely reliable. Very true, however I was hoping to discover a pattern around the 11 minute mark and exclude other false positives to get a better understanding of your network. As for google as the ping, he is right, it may bounce to different servers. So instead we will use Googles DNS which is far more stable. Thanks for catching that.
Here is my game plan...
- Test the internet connecting between the SmartHub and the Internet.
- Test the internal Wi-Fi connection between the SmartHub and other Wi-Fi devices on your network.
- Hope that we find a pattern with the results to find the root cause of the issue so we know what to reset, and or replace if needed.
As for the "Access denied" error, lets try this...
Open CMD, and type...cd documents
Click enter, then type...
ping 8.8.8.8 -n 50000 >ping_external.txt
Now open a 2nd CMD window (Windows+R, type CMD, click OK) , and type...
ipconfig
Click enter. Look for where it says Wireless LAN adapter Wi-Fi and find the Default Gateway. Remember this number. Now type...
cls
Click enter, then type...
cd documents
Click enter, then type...
ping xxx.xxx.xxx -n 50000 >ping_internal.txt
Note: Make sure to change xxx.xxx.xxx with the Default Gateway.
Once both of these scripts are finished running (should take around 8 hours), the black boxes will disappear. Then go to your documents folder, find and open the text files labeled ping_external.txt and ping_internal.txt. Copy the text, go to https://pastebin.com/ and paste the text into the text area. Click the button "Create new paste", and you will be given a share link. Please share that link in your reply, or send it by Private Message.
TELUS Employee & Neighbourhood Volunteer :black_small_square:If you found this helpful, let others know by clicking the ❤️ Like button.
- Its worth looking into the Primus phone and ensure all possible troubleshooting efforts are made. More often Wi-Fi Calling issues are from the phone itself, and is often fixed by a network reset, or re-configuration of Wi-Fi calling. Since I have no idea on Primus phone systems, I am unable to assist with the troubleshooting for this. Therefor I will assume the Primus phone is working correctly unless Nighthawk or another member is able to provide more instructions. In the meantime, I will continue with troubleshooting the SmartHub. - If anyone knows more about Primus and troubleshooting, please chime in.
- Nighthawk
Community Power User
Theb - I think there is something that needs to be identified before going through further connection troubleshooting. If your phone service is with Primus, is it the digital landline or the cellular service? Which make and model of phone do you have?
Primus' website does not indicate that they even support or offer wifi calling for their celluar service. Their digital landline service FAQs list that in some cases port forwarding would need to be enabled for it to work, and that may not even be possible with the Smart Hub due to the way it connects.
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Ping tests are not a completely reliable testing method especially when you are testing to a domain, like google.com, that is hosted on a huge number of servers. Each time you test you could end up testing to a different IP. Some servers by default will not respond to ping tests either. This does not mean there is a problem.
I used Primus for 10 years prior to moving on my own.
They have a box to convert analogue to digital and it is directly connected to my Smart hub for VOIP. I had to purchase that box. It is quite possible the box is malfunctioning but Primus has tried to troubleshoot it and says it's fine. My thinking is the problem is not with that box because my calls are always terminated around 11 minutes. That is the one thing that is consistent. The reality is I just use the phone as a backup for when I have trouble with my cell phone.
I have tried to pursue this matter a couple of times, but have neither the time or the patience to spend hours on hold waiting for customer service.
