wifi calling not working?

[mattf1]

Suddenly today wifi calling stopped working. I've done all the typical troubleshooting options. 

is there an outage occurring? When can I expect it to be back up? telus service is almost non-existent where i live, so i rely on the wifi calling capability. 

[Snag]

Mine isn't working either right now / October 9th 2024 around 3h55 AM

[glizzyballz]

Mine isn’t working in Ontario either. Seems to be maybe an outage? 

[TELUS_Support]

Hi @mattf1 we did not have a Wifi Calling outage recently. Is the issue resolved?

[Snag]

Hey there,

Mine got back on by itself at 6h17AM Eastern today. Restarting the phone, router, turning wifi calling ON/OFF didn't work. 

[TELUS_Support]

Can you send us a private message? We don't have any indications of an outage but we can investigate the issue

[Snag]

Just did!  Thank you, that's actually pretty good customer service.

It actually came back at 6h11 AM Eastern Time based on the SMS code that came it at that time (we have no tower here, so it only works with Wi-Fi calling, so the time is accurately)

[mattf1]

I think you did though, or some sort of provisioning glitch happened, because it appeared to impact at least a few other people.

it is working now, hopefully stays up. 

[Snag]

I am down again, but not it cannot even be activated again. It tells me that if it's the first time setting it up, that I need to be in a cell area, with wifi.

[Snag]

A Phone reboot resolved the issue this time around, but this is very concerning.

We had issues last year, around the same time of the year for over a month while with Fido.

Fido had to escalate the problem to Telus, and it ended up being a Telus Network issue.

The current issues are very similar to what happened last year before going awire.

[TELUS_Support]

Have you attempted to call tech support yet about this? 

[Snag]

No, it is literally a nightmare every time we try to contact them, whether it is online or on the phone so we do everything we can to avoid calling.

[TELUS_Support]

Ok, let me reply to your private message. 

[Snag]

So after speaking with Support, we believe we found the culprit, at least for my account.

Wifi calling was no longer showing as set up on the Telus' side. We (Support and me) believe this happened after I used an esim during my vacation.  When I went back to my Telus SIM, and rebooted after being prompted to (and potentially reinstall the Telus apps), it seems to have messed something up with wifi calling.

This also caused the 2 factor to be deactivated from the MyTelus app, and had to re-register the phone.

Support could see that I was still able to use wifi calling even through it was technically not set up. They were able to set it up remotely and send me a code while wifi calling was still working (no cell towers in our area), and everything stayed up since then.

[mattf1]

Very odd. It's pretty wild Telus is having so many issues like this these days. Quality control seems to be a thing of the past there.

Thank you for updating Snag. 

[TELUS_Support]

Glad it was sorted out. Thanks for the update. 

[Syaoran]

Are your devices up to date?  Is your e911 address up to date on your account?  Did this start happening after a device update?  What devices are you using?