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Wifi calling won't activate

S
Userlevel 1
TLDR: Wifi calling won't activate, basic troubleshooting done, Cricket support useless. Please help!
(I know this is a duplicate post, but Cricket at it's finest wouldn't let me post it initially where it belonged without having something in the welcome board...ugh)
Hello, reaching out here as I'm at wit's end with Cricket and this Wi-Fi calling issue. Background, initially signed up for Cricket with an unlocked S6 about 4 years ago. By rule that phone couldn't get wifi calling because it wasn't Cricket branded. Fair enough. June 5, I upgraded my phone to a Cricket branded S10. Tried to set up wifi calling and can only get a green and blue loading circle for about five minutes, then "please try to set up wifi calling again later" is what pops up next. My device has had several updates, and each time it is always the same. I've tried in no less than 4 different places with a strong wifi signal but to no avail. Cricket "support" operators have either blamed the wifi providers, told me to call 911 to register my emergency address, or just disconnect the chat entirely. The advanced support like to call my phone that has no signal, or my alternative number at a time I don't have access to it. The one time I could have spoken to them when they did follow instructions they let it ring three times before hanging up. Going to a store ended up with the associates starting their own chat and doing this all over again. Has anyone had a similar issue and a fix that works? I'm pretty sure my IMEI needs to be provisioned, but trying to explain that to support is futile. I'm unfortunately stuck with Cricket since I payed $700 for a locked cricket phone and feel like I was scammed with this supposed feature.
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Best answer by Landon_Cricket 25 July 2019, 16:57

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28 replies

BillyM_Cricket
Userlevel 4
Badge +5

@Stuck-w-Cricket Please reach out to our support team via Facebook (m.me/cricketwireless) or twitter (@cricketsupport) for assistance. 


Thanks

S
Userlevel 1
Not sure if it will help or not. Try putting your phone in airplane mode, then try to activate wifi calling. If you do get it to work you will notice a little plus sign in the upper right corner of your wifi signal. Hope you can get it working
S
Userlevel 1
Hi, I did try that initially when researching this issue, but it didn't work unfortunately. Thanks for offering a different solution that Cricket hadn't suggested though. And contacting that FB chat link seems to be more of the same. Maybe I'll try to get the stars to align for another advanced IT chat when I work up my patience reserves, but for now the issue still persists.
S
Userlevel 1
Sorry that it didn't work. The next thing that I can think of is doing a factory reset. Not sure of what else to try at this moment. I had an issue with not getting the new android pie and one ui update, I had to end up installing it my self using Odin after finding the right version for my phone and downloading. Hopefully you can get you issue resolved soon
S
Userlevel 1
"It's going to be an IMEI mismatch for sure. With IMEI mismatch, WiFi-Calling generally won't enable. Call 611 and have them check everything. Have them update the IMEI number on the network side and ensure provisioning is correct."

Found this on at&t site since cricket is owned by at&t, it might help, not sure if you or cricket as tried this yet.
S
Userlevel 1
Thanks Spudman, I feared as much and have already asked a couple of people to make sure that my IMEI isn't mismatched. They just won't reprovision my number for whatever reason saying everything is fine on their end....
S
Userlevel 1
Update: Still having no luck getting Cricket to do this. Their "advanced support" keeps calling whenever they feel like, instead of sticking to stated times or within 24hrs of creating a ticket. At this point I'm counting down days until my 6 month service is reached to get my unlock code and go somewhere else. This is outrageous.

Landon_Cricket
Userlevel 4
Badge +5

@Stuck-w-Cricket After seeing your post, I decided to check our systems to see if you had an active case with Cricket. Through your case via Facebook, we were able to see a discussion you had with an agent where he informed you that you need a new nano sim card to add the requested functionality on your device. No problem, we had an agent overnight a new SIM card to you. It should  be arriving today. Please check your Facebook messenger for additional instructions to activate the SIM and align the IMEI numbers. Thanks for being a Cricket customer and I hope that this helps. 

Remember to always mark posts that resolved your issue with a Best Answer designation. This will help other users find this information too! Use the like button to offer a thumbs-up for good content.
S
Userlevel 1
If437G, in theory that would be helpful if I would have recieved the new sim card. Unfortunately there seems to be an error with the delivery, and I have no ability to manage it due to "restrictions by shipper." I've notified the Cricket support chat about the problem but seems like my messages are just being ignored at this point. Also, this would have been a lot better experience for me had this solution been accepted as a possible fix the very first time I contacted support on 6/5 and explicitly asked if a new sim was needed since I was using one from before the merger with AT&T.
S
Userlevel 1
Update: Needed to purchase my new sim at a Cricket store, Cricket will credit my account. Best part is that it actually worked. If you are still using the green and white sim card, don't let any regular support person tell you otherwise. I am forever grateful to the few people that helped this happen. Thank you!!
Landon_Cricket
Userlevel 4
Badge +5

Glad that we could help you fix this issue. Thanks for being apart of the Cricket Nation!

Remember to always mark posts that resolved your issue with a Best Answer designation. This will help other users find this information too! Use the like button to offer a thumbs-up for good content.
L

I am going through the same issues as you did. Monday I received a moto g7 supra. Everything seems to work except wifi calling, I made sure I did all updates, connected to a good wifi network, but like you, just a green screen with spinning in the middle of the page. So Tuesday, I call, they have me check for updates, power down the phone, remove the sim, say they sent updates to the phone, but still not working. After over an hour on the phone, and on hold a lot, DO THEY EVER LISTEN TO HOW SORRY THE MUSIC ON HOLD IS? LOTS OF LOUD STATIC, I THINK IT IS DONE TO MAKE YOU HANG UP!!! I was told I would receive a call back within 48 hours and the problem would be resolved.   48 hours later, no call. So I call back. Of course I am put thru the ringer, take the sim card out, read us the numbers, tell us the IMEI of the phone, of course being put on hold to LISTEN TO THAT TERRIBLE STATIC NOISE! So after another hour of trying stuff, I am told it will be 3 to 5 days and someone will contact me about the problem. Well the problem is, I am leaving tomorrow to go to a place where there is NO SERVICE, so I have to have WIFI calling to work, so I ask to speak to a supervisor, now I have to listen to ringing for about 10 minutes, I suppose they thought I would just hang up. Now a guy comes on and says the problem will be fixed tomorrow. I will wait, but I am 99.9% sure this is a lie! I suppose I too will have to stop by a store and spend 10.00 for a new sim card, for a brand new phone, as the call in customer service is about as useful as a used diaper!

S
Userlevel 1
Hi,

If you have am old sim card I would definitely cut to the chase and visit the store ASAP. Maybe you could speak to an in store manager on site and they could post the $10 credit to your account after showing that a new sim is needed to have access to all features of your plan. Best of luck!
J

IM HAVING THE SAME EXACT ISSUES IT WORKED FINE UNTIL I SWITCHED TO A WORK PHONE THAT DOES NOT SUPPORT WIFI CALLING AND PUTTING THE SIM CARD BACK INTO A COMPATIBLE PHONE IS NOW CAUSING A LOADING SCREEN ISSUE THE SIM CARD ICCID IS NOT A MISMATCH NOR IS THE IMEI NUMBER AS I CAN SEE IT IN MY ONLINE ACCOUNT I HAVE THE LATEST IOS FIRMARE DID A FACTORY DATA RESTORE THROUGH ITUNES DID A FACTORY DATA RESET ON THE PHONE AND NETWORK SETTINGS RESET ORDERED A NEW SIM CARD FROM CRICKET HAD IT REPROVISIONED AND IT IS STILL STUCK ON THE LOADING SCREEN THERE ARE NO OTHER OPTIONS OTHER THAN THE SERVER IS JACKED UP ON THERE END WHEN A FRIEND WHO ALSO HAS THE SAME SERVICE WHO LUCKILY HAS WIFI CALLING ALREADY ENABLED TRIES TO UPDATE THERE EMERGENCY ADDRESS IT GOES TO THAT SAME NEVER ENDING LOOP OF A LOADING SCREEN HAVE KEPT IT ON OVERNIGHT AND IT NEVER TIMES OUT OR ERRORS OUT IT IS DEFINATELY AN ISSUE ON THEIR END I HAVE A TICKET WAITING FOR SOMEONE WHO KNOWS WHAT THEY ARE DOING TO REACH OUT

L

Good luck on finding someone that knows what they are doing. If you are in your 20's, you may be retired before they find someone to help us! After writing in this forum, it says the fix is for me to contact them on FB or twitter, never had and never will have an account on them. It's sad, they send out brand new phones that don't work, and put the customer through hell for days/weeks all because they have NO QUALIFIED TECH SUPPORT!!!

J

THE MAIN PROBLEM IS THEY DO NOT WANT TO TAKE RESPONSIBILITY FOR THEIR PROBLEMS SEVERAL REPS HAVE TOLD ME THEY ARE UPGRADING THEIR NETWORK AND THATS WHY WE ARE HAVING ISSUES BUT NOT ONLY AM I HAVING ISSUES WITH WIFI CALLING BUT ALSO ISSUES SENDING MMS MESSAGES BUT IT MAY BE DO TO THE 1MB LIMIT WHICH IS RIDICULOUS BECAUSE MOST EVERYTHING IS OVER THAT INCLUDING APPLES ANIMATED GIFS BUILT INTO THEIR KEYBOARD WHEN SPEAKING TO AN APPLE REP THEY EVEN AGREED THAT THATS A RIDICULOUS LIMIT BECAUSE THOSE ANIMATIONS ARE WELL OVER THAT IM ALSO NOT SURE WHY CRICKET WILL NOT ALLOW MMS TO WORK THROUGH WIFI TO OVERCOME THAT LIMIT AT LEAST ON YOUR OWN WIFI 

L

See update at bottom.

Today was the day for Cricket to prove to me they are not lying! I was promised by a supervisor that my wifi calling would be working before I left on my trip. I go to the mountains where there is no service, but I have wifi. SO NOW I WILL NOT HAVE SERVICE ALL WEEK!!! Once again I was on the phone with them this morning, and as usual, keep being put on hold, having to listen to the SCREECHING/STATIC that hurts my ears, they can't even fix that, it has been like that for years!

So now that I will not have service all week due to your problems, what will you do for me, besides laugh and lie to other customers? 

Ps, I was told today, that lots of people were having the same problem, I guess this was supposed to make me feel better? I mentioned another person with the same issue was cleared up with a new sim card, I was told I have the latest sim card and don't need another.

Cricket customer service is just like that used baby diaper, full of @#$%

Guess I will port my 1 week old number over to Metro so I can have service, yep, I know I have paid for a month and will lose 3 weeks, but diapers happen!

 

UPDATE, AS I WAS HEADING OUT THE DOOR, I GAVE IT ONE LAST CHANCE BEFORE I WENT TO METRO AND PORTED OVER. LO AND BEHOLD, THE SCREEN CAME UP AND ASKED FOR MY ADDRESS(it was always greyed out before and I could not access it) AND WITHIN A MINUTE, WIFI CALLING WAS WORKING!

I will leave my original info, as it shows the frustration we go thru. But the fact about the horrible screeching/static, while you are on hold, is still the same! HELLO CRICKET, do you read/listen/care?

N

i bet this has to do with..emergency address.E911  I do not get prompted for one and it is greyed out under settings.

 

Is there a way to set this prior to accessing wifi calling?

N

SAME ISSUE

 

I think this has to do with emergency contact E911 - I did not get prompted for one and am unable to manually set it up, greyed out

L

I had that issue all week(just got the phone Monday) after several hours(and a couple of days) on the phone with customer service, about 2 pm today when I tried to access wifi calling, it asked for my address, typed that in and now it works. I mentioned that to them Tuesday that I could not access the 911 address when I called, they didn't care, told me someone would call me back in 48 hours, which they did not. But hey, it just started working!

J
Yes it is official they finally fixed it’s working for me too now
L

Thank goodness I did not order this phone months ago! For it not to work that long, I would have ported over to metro after the first week! I had already called them to see if they had the phone I wanted at metro and was on the way out the door when wifi calling started working. Just imagine you live in Arizona and order a brand new car with air-condition, only to find out after you get it, the AC does not work, and they tell you it will be days before someone contacts you, and it just happens to be 110° for the next 2 weeks! Oh yea, they sold you something you HAVE TO HAVE, but do they care it does not work? Sad, all businesses are becoming that way!

E
Hi
How do the rest of us get this updated SIM card? I've lost too much time going thru 611. Only reason I pitched my perfectly good E4 and spent $$$ on a cricket E5 is to have wifi calling.
Thanks
R
I seem to have the same issue. They keep telling me that the phone is byo device but it says cricket after booting past the samsung logo.
R
I am having the same problem with wifi calling. It says it's a provisioning problem. Your folks say it is a byo phone. But it boots up with the cricket logo. I have been on the phone with support 4 or 5 times. Any help would be appreciated.

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