Hello @Susan Hillard,

Thank you for reaching out to us.

We’re always available to help here at Fórum NOS. Please let us know about any issue you might be facing.

Thank you

My Wi-Fi calling keeps dropping. I have starlink. My internet speed is superfast and latency around 30ms. I rang nos support from my laptop using UK SKYPE , I was passed around for 2 hours , nobody I spoke to understands the concept of WI-FI calling . In between being passed around I had to listen to that dreadful music and I have tinnitus. My nerves were getting frayed . Around 28th august I was lied to by customer support when I was told he had configured my sim. I found out today from Artur the only decent person that tried to assist that all he actually did was told me to turn the phone on and off . I could go on and on, but I am trying to calm down I need Nos to either boost my mobile signal so that I could at least get two bars of signal . I need Wi-Fi calling for contact with the hospital. I don’t need Nos.pt to have such poor customer support and lack of understanding .

There is no way to boost your mobile signal. Wifi calling is already on by default which means you need a proper wifi connection. Customer support probably cant do anything in their end.

Hello @Susan Hillard,

Thank you for sharing this situation with us.

 @Guimas shared good information on this. In most modern cellphones, the Wi-Fi calling capability comes active by default. 

From what we understand of the situation you described it seem related either withe the smartphone or the Wi-Fi connection.

We suggest that you try the Wi-Fi calling in another network. Share with us your feedback regarding this, please.

Thank you 

@Susan Hillard good afternoon, the Wi-Fi doesn’t pass walls,  it’s very short in distance before the speed starts dropping fast. Depending on the possibility you have with the internet socket’s in your house or apartment, you may extend your wi-fi with another router, extenders or via powerline, anyway, investment is necessary, or you make your calls only by the router. 

Hello,

@atcrs also shared some good feedback on the issue @Susan Hillard.

Please share your feedback with us.

Thank you

Thank you , I researched where the router should be placed before installing. We live in a very small open plan house. Since we installed Starlink the internet has been fantastic and  Wi-Fi calling was available immediately. It is the recent drop that is worrying as it has lasted 5 days . 

I am not sure how I can test another network can you suggest the method please . I have nowhere else to compare and test which has the same conditions as mine

Hello @Susan Hillard,

Thank you for your feedback.

We can recommend that you reboot or reset your internet router. 

To further test the issue we suggest that you test the Wi-Fi calling connected to a different Wi-Fi network.

Thank you 

I am not sure how I can test another network can you suggest the method please . I have nowhere else to compare and test which has the same conditions as m

We understand the situation, @Susan Hillard 
Please tell us if you have restarted your internet service.
Thank you.

We have reset network , reset starlink. Tried every trick in the book that’s been suggested  . Totally confused with it all . Do you know the best way to check mobile coverage in the areas you live?

It has nothing to do with mobile coverage. 

Wi-fi calling is a way to make calls via internet thought Wi-Fi. So if ur experiencing dificulties wiht it, its a Wi-Fi problem.

The only way to test another network is by going another place with wi-fi and try it out.

um bem haja 

@Susan Hillard as long you have WiFi you don’t need mobile coverage, as long as the WiFi is from the same company from the mobile coverage. Problems may arise if otherwise. The phone only turns to mobile coverage if WiFi lost. Do you remember any change with both services before the problems started? 

Where we live is isolated and off grid, we are unable to have broadband etc so we are unable to mobile network and internet from the same provider . We have satélite internet

We’ll that’s the “off grid” concept x) Its almost as how my grandparents used to live. To make a call they used to go to the closest village to use a landline. 

@atcrs i dont think its needed to use it within the same provider. Ex. using nos wi-fi calling connected to a meo network can create issues? Can you share some more about that? 

Also, from what i’ve read around here, nos does not guarantee the service always works since is dependent of several uncontrollable factors. From what u can read on the official part, to make a call via Wi-Fi calling, the call needs to first be made through 2G/3G/4G(...) and when its detected that the signal is week, it will change to wi-fi calling. Moderators even said that this does not work (or at least is not guaranteed to) in airplane mode since  the cellphone cannot establish that first “regular” connection.

Um bem haja 

Thanks for all your imput

The community helped a lot, @Susan Hillard
If you need help, please let us know. We are available to help.

Best Regards,

Yes it’s good to have the forum because trying to speak to someone in customer services while listening to the worst music in the world inbetween transfers and then having to repeat your issue to each person you are passed to and then find out a technical adviser doesn’t understand the basic principle of Wi-Fi calling. maybe that is what they want xx that way they can get away with crap service and keep raising the monthly tariff without any explanation . So yes with that rant over . Thank god for the forum

Thank you for your feedback @Susan Hillard.

It is very important to us so we can better improve. 

Please share with us any questions you might have. We’re always available to help.

Thank you 

Hi,

Same thing here.

After having used it for more than 1.5 years without any problem, me and my neighbours lost our WiFi Calling in Morenos (Sta Catarina Fonte Bispo).

Tried to get support over the internet, do not make me go there…

Went to a shop where they, at least, understand the concept of wifi calling and I was contacted by a technical team. Very friendly and helpfull, but no result.

I was contacted, over WhatsApp, telling me a team is trying to find out why it stopped working in our region, implicitly admitting the problem is theirs.
2 weeks later and several pings over WhatsApp later, still radio silence.

I selected NOS because they are the only provider supporting wifi calling. I also convinced several neighbours into the solution.
I am starting to regret I did that...

PLEASE SOLVE WHAT WAS WORKING BEFORE!

Michel Liesmons.
 

Hello Michael
 

Who is your internet provider please? And about what date did your Wi-Fi calling drop? It would really help to build our cases. because Nos are insisting its our internet provider and they are insisting it’s not . One of starlink engineers has said he is trying to contact a nos engineer through LinkedIn (not sue how that works, but hey any help I’ll have thank you) 

also one last question what kind of words did the person in nos use to imply that it was nos letting you down .  I will keep you posted of everything end

Regards Ron and Susan

Hi Ron and Susan,
My internet provider is still Starlink.
I was in contact with a NOS technical team and they could see themselves when exactly I last successfully used WiFi calling with my phone number, a couple of weekls ago.

I am not sure I understand your remarks about the Starlink engineer.
It was a NOS engineer that contacted me using WhatsApp “~NOS Empresas 16100” and this was his message on 16/9:

Mr.Michel good evening, we are waiting for the response off our team that deals with wi-fi calling in order to understand why its is not working in tour área. We will get black in touch with more info soon.
 

Kr,
Michel.

So we have a problem concerning NOS Wi-Fi calling and Starlink routers (or IPs). Either NOS or Starlink need to tackle the issue.

Hello Michael 

seems we lost Wi-Fi calling at the same time

i am so relieved u can contact nos via WhatsApp, because 10 days ago I called them from my uk Skype number and after two hours they cut me off. No once during that call being passed from pillar to post did I get told they had a Wi-Fi calling team

please keep us posted  and we will you . We are away for 5 days to get away from the stress of it all 

best regards