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Missing SMS/voicemail notifications when WiFi calling enabled


My wife has an iPhone 6s plus, and has noticed that when wifi calling is enabled (and T-mobile WiFi shows as the carrier) her SMS messages and voicemail notifications are unreliable. I have an iPhone 6s and have not noticed this problem. Going off wifi or turning off wifi calling resolves the issue.

I tried contacting support through the mobile app, and they told me that when WiFi calling is enabled you are not expected to get SMS messages or voicemails as you are not connected to the Tmobile network. That does not sound right and is not in line with this article: Wi-Fi Calling .

Does anyone have any suggestions on what can cause this and/or how to troubleshoot it? Or an alternate path to T-mobile support who can help investigate?

Thanks.

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Best answer by tmo_chris 5 September 2017, 17:07

So Wi-Fi calling/messaging is something that we support and have the ability to fix. In this specific situation, our tech support teams are going to need to open an engineering trouble ticket for you so that we can take a look at why these messages are getting stuck when the phone is connected to Wi-Fi calling. What I would recommend that you do is, have your wife connect to Wi-Fi calling and have her have a couple friends send her some text messages. Make note of the number that are texting her and the time that they sent the messages. If the messages do not come in, disable Wi-Fi calling and make note of when the messages flooded in. With this information, you can contact our tech teams who can open the engineering ticket with these examples so we can pinpoint the issue.

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Userlevel 4
Badge +8

Yes, Tmobile supports such SMS’s! If you cannot receive them, call Tmobile and enable short codes on tour account.

Userlevel 2
Badge +3

you get them perfectly fine while not on wifi calling (WFC)?

I have the same problem - security SMS from the bank etc. when I am on wifi calling. I see all sorts of really complicated solutions in this thread. So my assumption is T-Mobile doesn’t support these kinds of SMS messages (personal ones come through just fine). That is so disappointing since I have terrible connectivity at home - hence the wifi calling. 

If there is a simple fix please tell me. Yes I am using native messaging app on iPhone 6 (I know it is a relic now). I have had this limitation from day 1 on this phone so the problem is not the age of the phone. 

Userlevel 5

Nice! I found a little 4 port Ethernet switch on Amazon a few months back that works great for things like that.

I added the cellspot and this, indeed, fixed our problem. Now I just need to figure out how to find another ethernet connection for my Smart lights since

the cellspot appears to be using up my only port.

Userlevel 5

Thanks for clarifying! I think one of our cellspot devices might be a better fit for you in your specific situation. It still using your home internet but it emits a T-Mobile signal instead of a Wi-Fi signal. Check it out and contact us if you are interested so we can see if you qualify for one. you don't have to pay for the device as we loan it to you but there is a small fully refundable deposit that would need to be paid.

Just an FYI:  I plan to re-think how to best configure the APN in my phones.  There are four choices: TMobile IMS, T-Mobile US 260 LTE,

T-Mobile US DUN, and T-Mobile US 260 MMS

Inside these are the Name , APN, along with APN Protocol and APN roaming protocol.

My problems seems to be impacted by the selection setting of  IPv4, IPv6 or IPv4/IPv6

I have read recommendations which suggest changing these (some of these conflict of course yuck yuck).  Some suggest I rename "Name"

too. This means I, who knows nothing, am throwing darts.

Anyway, I thought I would mention that my phones seem to be impacted (sometimes positively) by what I do there.

-R

yes - I live in a dead zone in western monmouth county, NJ.  Interestingly, the phones were working fine until I upgraded from the

$30 Walmart prepay (X two phones= $60) to the $60 "55 and over" plan. This required a new sim card. After that, text messaging

failed. I got it working for my phone but my wife's continues to balk (although I got hers to work for about 2-4 days and then poof! not working

again). Last night, mine failed but then my texts that I had sent an hour earlier went out. I k now this has something to do with being inside

my home's wifi. I have tried turning on and off wifi preferred, blue tooth, I tried bringing in another texting app, etc etc. I will continue to try and debug this

but when i saw this thread I thought (hoped) some universal solution perhaps had been discovered.  Again, as soon as we leave home and get outside

our wifi grid, texts behave normally. Thanks for replying - Rich

Userlevel 5

Hey @richnjoisy​,

The Moto G5 Plus is not a T-Mobile phone so we cannot fully support Wi-Fi calling/texting 😥 Are you using Wi-Fi in your home because the T-Mobile signal is not strong enough in your home?

Has there been a resolution to this problem?  I have two Moto G5 pluses on TMobile who do not work inside my home's wifi for texting.

Once we get outside the home, everything works again. I have tried all the methods listed in this (and other) threads. Occasionally, it starts

working again but then - stops (such as now).

Userlevel 5

I am super glad to hear that your issue is being escalated. I have hope that this is going to be fixed for you soon 😊 Please keep us updated.

Finally got connected with 2nd level support, and have another (3rd) ticket opened yesterday.  Still not working, but I have hope...  The Tech says my problem is not the same as the SIII issue, and seems to be some kind of a network configuration issue.

There has been a slight change -- now when WiFi calling comes on, SMS works for about 3 minutes, then inbound messages stop and outbound messages go into retry, until WiFi calling is off and I am re-connected to cell calling.

The only app that works is T-Mobile Digits -- I tested and removed several other messaging apps with the same result.  I would use Digits, but unfortunately I can't deinstall or disable the pre-installed regular messaging app.  I can't set Digits as the default messaging app either; so when messages come through I get then twice with that set-up (immediately on Digits and again via the regular app when WiFi calling drops and switched to cell calling).

Good suggestion on trying another WiFi network.  I tested it using the guest network at my church and at a store, with the exact same results.  I know SMS used to work at my church.  There is no cell signal there (inside or outside) so I use WiFi calling; and when I forget to turn off my sound notifications everyone in the church knows when I received text messages -- LOL!

Userlevel 5

Sorry for the confusion jahartz​. The SIII is the Samsung Galasy S III (3). I sincerely apologize that you are still having issues with WiFi calling SMS. I know that you said the issue persists on 2 different phones and happens with the default app or a 3rd party app but would it be possible if you tested this again after uninstalling and 3rd party SMS apps you have on the phone? Also, I know your network speeds are great but since this is happening with multiple phones, would you be able to try this on a different Wi-Fi network like at a coffee shop or at a friend’s house just so we can rule out all of the variables? 

Just to update this thread about my problem - we reset the network settings on my wife's phone and haven't been able to reproduce the problem since (we've re-enabled wifi calling). If we see it again, we'll try the steps above.

Thanks.

What is "SIII"?

Is there an issue or ticket number I can reference regarding the older Samsung phone issue?  I was given ticket #17451920 as the trouble ticket for older LG and Samsung phones last night...

When I called last night, I was told that they had "resolved" my trouble ticket; apparently linking it to the global ticket number above.  I spent over 30 minutes on the phone with technical support and a supervisor, and got nothing but I need to keep waiting.  SO FRUSTRATING!

Userlevel 5

I am not seeing anything specific to LG phones at the moment but I do see an issue with older Samsung phones, specifically the SIII. Please Contact Us again when you have a moment so we can get our engineers to investigate this with you.

Is there an issue with all older Andriod 4 & 5 Lg phones?  Does T-Mobile monitor these support discussions???

UPDATE...

My home network has not changed:

*  Comcast/Xfinity 200+ Mbps download 10+ Mbps upload service (IPv6 connection tested OK)

*  Zoom Cable modem (which supports IPv6)

*  Google WiFi mesh routers (the problem remains remains regardless if IPv6 is enabled or not on the router)

I tried a variety of changes to the default Access Point name profiles as suggested for similar MMS (not SMTP) problems in other T-Mobile discussions, including IPv4/IPv6 and IPv4 APN protocols.  Same result no matter what I changed.

T-Mobile support called me back and stated that it's a "known issue" and they they are "working on" -- but no time estimate other than "try again in 24 to 48 hours".

same problem here with my two Nexus 6P.  I hope T-mobile can fix this.

I am having the same problem with two different LG phones on the T-Mobile network -- it started over the past week or two...  SMS works perfectly when connected to WiFi & WiFi calling is disabled; but as soon as WiFi calling is enabled two things happen:

1) Sent messages just get a spinning sending icon, which eventually fails and goes to retry -- but recipients seem to be getting the SMS message

2) No inbound messages are received until the WiFi connections drops or WiFi calling is turned off

It does not matter if I use the native messaging app or another messaging app -- I tested several with the same result.

PLEASE HELP!

This is a big problem!  I have to use WiFi calling because there is no T-Mobile signal anywhere in my house or church except at the windows...

Userlevel 5

So Wi-Fi calling/messaging is something that we support and have the ability to fix. In this specific situation, our tech support teams are going to need to open an engineering trouble ticket for you so that we can take a look at why these messages are getting stuck when the phone is connected to Wi-Fi calling. What I would recommend that you do is, have your wife connect to Wi-Fi calling and have her have a couple friends send her some text messages. Make note of the number that are texting her and the time that they sent the messages. If the messages do not come in, disable Wi-Fi calling and make note of when the messages flooded in. With this information, you can contact our tech teams who can open the engineering ticket with these examples so we can pinpoint the issue.

Hi, that's the first thing I tried before coming here - you can see what the response was in my original message (that SMS and voicemails are not supported when WiFi Calling is enabled). Can you suggest what I should do differently so that I can get this resolved?

Userlevel 5

Yes, it's possible that WiFi calling isn't set-up properly. To ensure that it's properly set-up, you'll need to contact us using one of the methods here. You can work with T-Force via social media or dial 611 (dialing on your phone would be best so they can troubleshoot her device). Give that a shot, then let us know if she notices any changes.

IMessages are fine. It's just delayed voicemail notifications and SMS (group messages seem to be where she notices it the most). They don't come through immediately when she goes off wifi calling, but could be hours later. Not sure when it started, it's hard to notice a negative unless you are expecting something. We've restarted the phone, toggled wifi calling on and off (and gone through multiple iOS updates). Since I've posted this she's had wifi calling disabled. Since it seemed to effect her and not me, I was wondering if there could be something with the account that is not setup correctly when wifi calling is enabled?

Userlevel 5

Happy Saturday, @magenta2402680!

I just wanted to swing by to see if you've had the opportunity to look over Marissa's reply above. We really want to get your wife's phone working as it should be. If this is still happening, please get back to us with the answers to Marissa's questions. 😊

Have a great weekend!

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