VoIP Calling Unavailable after iOS 10 Update

  • 0
  • 2
  • Question
  • Updated 2 years ago
  • Answered
Yesterday I updated my iPhone to iOS 10 and now I am unable to make calls over my carrier (T-Mobile's) network.  The error that shows on my ring central app states that VoIP calling is unavailable.  This feature worked fine before the update to iOS 10.  I am not interested in using my Wifi network as the call quality degrades significantly.  At this point, it seems the only option is to use the ring out feature which is very buggy at best.  Is anyone having this issue?  Any advice to help sort this out would be greatly appreciated.  My gut tells me this is an iOS issue that will need to be resolved with a ring central app update.
Photo of Eli Fisher

Eli Fisher

  • 120 Points 100 badge 2x thumb

Posted 2 years ago

  • 0
  • 2
Photo of Nathan Malone

Nathan Malone, U.S. Tier 2 Support

  • 4,720 Points 4k badge 2x thumb
What is the app version of the RingCentral Mobile app you have installed on the iPhone?
Photo of Eli Fisher

Eli Fisher

  • 120 Points 100 badge 2x thumb
Hi Nathan,

Thanks for quick response, I'm currently running Version 8.2.2
Photo of Nathan Malone

Nathan Malone, U.S. Tier 2 Support

  • 4,720 Points 4k badge 2x thumb
Thanks for the info Eli.

I looked over the app with one of my Colleagues who is running iOS 10 on his iPhone and version 8.2.2 of the app. He actually used to be an Apple Genius too so he really known what he is talking about when it comes to the iOS issues.

We tested VoiP calling over his cellular carrier network and had no issues, so I want to verify a few settings with you. When you open up your setting on the Moble app can you make sure that the VoiP calling option is turned on and showing a nice Blue indicator showing it is on. After that open the Call Settings options and make sure that you have the Always Use VoiP setting selected from the list of options there.

If both those are set correctly you will need to make sure that you have a good solid Data connection from T-Mobile. A VoiP call is going to use your Data connection, not your calling signal if that makes sense. You may have good call reception, but a really bad Data connection. In this case, the phone would not be able to make a VoiP call from the app.

Thanks, Let me know if this helps.
Photo of Brandon

Brandon, Champion

  • 20,396 Points 20k badge 2x thumb
(Edited)
Photo of Mike

Mike, Official Rep

  • 92,044 Points 50k badge 2x thumb
Thanks for sharing Brandon.  I'm going to check with our developers as they are likely aware of this. I'll post any update that I might receive. Thanks!
Photo of Mike

Mike, Official Rep

  • 92,044 Points 50k badge 2x thumb
If anyone else is seeing this problem, and you've check the settings Nate posted above, please reply here and let us know who your carriers is. 

Thanks!
Mike
Photo of Eli Fisher

Eli Fisher

  • 120 Points 100 badge 2x thumb
Thanks everyone for the insight, I can verify that all of my settings are correct.  After reviewing Brandon's post, I believe this is a network issue.  The odd piece is that when I test my data signal through SpeedTest.net, I appear to have a great data signal/speed.  Hopefully the developers will uncover what is going on, unfortunately I made the mistake of updating to iOS 10 to early.  
Photo of Mike

Mike, Official Rep

  • 92,054 Points 50k badge 2x thumb
Thanks again Brandon.. I found a 2nd thread discussing the same issue. Looks like the temp fix might be to restart the phone.  https://www.reddit.com/r/tmobile/comments/52tj82/carrier_settings_251_issue_with_ios_10/
(Edited)
Photo of Eli Fisher

Eli Fisher

  • 120 Points 100 badge 2x thumb
Hi all, early this morning Apple pushed a carrier settings update that has fixed the issue.  If anyone is having this same issue, sync your phone to your itunes account and click the check for update button.  This should automatically download the new carrier settings correcting the issue.  Thanks again to all that have contributed to this thread, I really appreciate the support.
Photo of Mike

Mike, Official Rep

  • 90,988 Points 50k badge 2x thumb
Eli,  Thank you for sharing the update!!!
Photo of Oscar

Oscar

  • 236 Points 100 badge 2x thumb
This reply was created from a merged topic originally titled is any one having problems after update 2 iOS 10.2 on the ring central app for iP....

 tmobile
Photo of Mike

Mike, Official Rep

  • 88,864 Points 50k badge 2x thumb
Oscar, and anyone else having this issue.  This seems to be a lingering issue ever since the release of 10.0.    There are a lot of discussion on the net about these devices losing connectivity.  I't sounds a little like the problem may have resurfaced after 10.2 was released.  
Photo of Eli Fisher

Eli Fisher

  • 120 Points 100 badge 2x thumb
Hi guys, this looks to be the exact same issue that was caused when Apple updated to 10.0.   The last time this issue occurred Apple pushed an update three days later that corrected the problem.  It's anyones guess as to when Apple might push another update, especially with the Holidays.  One solution at this point is to revert back to a previous version of iOS.  Simply revert to the last backup before the update and the app will work again.  At that point, wait a couple of weeks before upgrading with the hope that Apple will release another update to correct the issues that 10.2 has caused.
Photo of Andres Sauceda

Andres Sauceda

  • 80 Points 75 badge 2x thumb
I am the GM of my business and rely heavily on this so I'm disappointed in this. I went to an Apple Store and they restored me but my restore requires me to get 10.2. So that didn't help.
Photo of Oscar

Oscar

  • 236 Points 100 badge 2x thumb
2 weeks with no service on the go and runing