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Solved
CAX 80 / WIFI calling issues
Just recently upgraded from the Netgear C6220 to the CAX80.
I noticed that the WIFI calling feature on my Samsung Note 10 Plus is no longer working. I cannot send or receive calls/texts over WIFI with the CAX80. With the C6220, the feature worked seamlessly. I have seen other issues on here about wifi calling with Nighthawks but not with this particular model.
I have tried changing the channels on both 2G and 5G and it did not work. I have also tried disabling SIP ALG under WAN settings.
I have no parental/access controls enabled.
Additional Info:
ISP: Spectrum
Hardware Version: 1.01
Firmware Version: 2.1.1.4
Cable Firmware Version: 1.02.08
Anyone having similar issues or have any ideas?
24 Replies
- I have had this problem from day 1. No one can seem to figure it out either.
My Android device no longer has WiFi calling capabilities at home with my CAX80. But my iPhones do. So it's the phone right? Wrong! I have WiFi calling everywhere else. And it's not just my phone. My dad's and mom's phone couldn't do WiFi calling from my home. Both Androids as well. I tried contacting support, but they put me on hold for 2 hours (not joking) and when I hung up, they considered the case closed. Now my 90 days is up and I can't get support or return.
I have zero reception at home, so I really need the wifi calling to work.I'm also experiencing this issue but I don't think this is a Netgear or router issue but its a carrier issue. I'm on Verizon and wifi calling comes and goes on my Galaxy S10+.
Mishkhanian wrote:
I have had this problem from day 1. No one can seem to figure it out either.
My Android device no longer has WiFi calling capabilities at home with my CAX80. But my iPhones do. So it's the phone right? Wrong! I have WiFi calling everywhere else. And it's not just my phone. My dad's and mom's phone couldn't do WiFi calling from my home. Both Androids as well. I tried contacting support, but they put me on hold for 2 hours (not joking) and when I hung up, they considered the case closed. Now my 90 days is up and I can't get support or return.
I have zero reception at home, so I really need the wifi calling to work.- Unfortunately I think the problem lies with the router. Or at least with the Netgear/Samsung interconnectivity. None of my Android devices have encountered issues with wifi calling until switching to the CAX80.
Just to sum up the details on attempts to fix the problem:
-disabled SIP ALG under WAN settings
-switched channels on both 2G and 5G
-switched primary/alternate DNS to 8.8.8.8/8.8.4.4
-established a DMZ for the target ip
None of these things worked.
Upon connecting to any other router, my wifi calling is instantly reestablished and functional.
This problem with the CAX80 needs to be addressed. It also has problems with Samsung TVs but that's an entirely different topic...
- Quick update.
Netgear technicians have not yet been able to identify or solve the issue. I have been in contact with various technicians and none of the aforementioned steps in this thread work to solve the issue.
Also a link to Samsung forum regarding the CAX80 and Samsung TVs.
https://us.community.samsung.com/t5/Qled-and-Frame/TV-Plus-not-Working-with-New-Router-QN55Q6FNA-with-Nighthawk/m-p/1670263
Bottom line, there is definitely an issue with the CAX80 and Samsung devices. Seems the issue is on the modem/router end. Could be firmware.
But for now, seems we're at a dead end. - I have same issue. No wifi calling since day one. I have zero reception at home and made this purchase to "save" from leasing Xfinity modem. But now regretting decision. Have gone through all those steps mentioned earlier and no solution either. Now I'm past my return window. Very disappointed with this expensive defective product.
- I switched to an iPhone. Problem"solved"
What model phone do you have?
F87garcia89 wrote:
I have same issue. No wifi calling since day one. I have zero reception at home and made this purchase to "save" from leasing Xfinity modem. But now regretting decision. Have gone through all those steps mentioned earlier and no solution either. Now I'm past my return window. Very disappointed with this expensive defective product.Februrary Update:
I have finally gotten the issue pushed up to Netgear's engineering team. They are now aware of the issue and working on a fix. It has taken awhile to get this issue recognized as a widespread problem and not an isolated incident. A big part of this was trying to get Netgear to realize that the problem was the router and not a myriad of other things (phones, carriers, internet connectivity, etc...). Whatever it is, it seems to be affecting Samsung devices in particular.
Hopefully we will have the issue fixed soon and a new firmware update in the not too distant future.
- March Update:
Still no fix from the engineers. They have managed to fix the Samsung TV PLUS issue that arose with the CAX80, however, nothing for the wifi calling.
Unfortunately I don't expect to see a fix anytime soon. I seem to be providing most of the suggestions to the engineers. I can't speak for Netgear's workload, but I would expect to see a much bigger effort on a problem this big.
daydemon wrote:
March Update:
Still no fix from the engineers. They have managed to fix the Samsung TV PLUS issue that arose with the CAX80, however, nothing for the wifi calling.
Unfortunately I don't expect to see a fix anytime soon. I seem to be providing most of the suggestions to the engineers. I can't speak for Netgear's workload, but I would expect to see a much bigger effort on a problem this big.daydemon Was the TV PLUS fixed made available to you via an "unreleased" firmware update? Did NG Support provide you with an aproximate release date for the general public to the TV PLUS fix? I have been experiencing this issue since I started using the CAX80.
I used to get more frequent firmware updates on my older NG routers. The CAX80 appears not to get much attention as it relates to firmware updates. Only the NightHawk app gets frequent updates, but that doesn't fix or improve the router fuctions.
- I can only assume they are waiting to solve the wifi calling issue before pushing out a public firmware release with both wifi calling and Samsung tv plus fixes.
They did not provide me with a timeline on when the Samsung TV PLUS fix would be made available.
April update:
It has now been 3 months since bringing the WIFI calling issue to Netgear. My impression so far is that the customer service process (more specifically, tech support) is both inefficient and inadequate. They continually seem to forget the past discussions and troubleshooting steps we have done to get to this point.
In short, if there are any possible ideas that you can think of with the router, it is likely that I have done it. Twice. Maybe 3 times.
To give an overview into the process:
After a few months of trying all the basic rudimentary steps through L1 and L2 support and proving to them that I wasn't incompetent and had a legitimate issue, it was forwarded to the enginners at Netgear, though I have no actual contact with them. Everything is relayed through a L2 support rep which makes communication extremely difficult. My issues were both WIFI calling and Samsung TVPLUS issues with the router. The engineers were quick with a few beta pushes that ultimately fixed the Samsung TVPLUS issue, though no progress has been made with WIFI calling. Though they have voiced that they see the issue with samsung devices. A statement that they later contradicted...
I have given several debug lugs capturing my phone attempting to make a call over WIFI. This is where communication gets difficult...because with Samsung devices you cannot manually attempt to make a WIFI call unless the phone recognizes the WIFI network as being able to facilitate WIFI calling. Usually you will see a wifi icon over the call button when you are on a capable WIFI network. Therefore when doing a packet capture, the CAX80 cannot see the phone attempting to make a WIFI call. Why? Because it isn't. The phone is not trying to utilize the WIFI network, it is using the mobile network because it doesn't see a WIFI calling capability through the CAX80. I have switched preferences from mobile to wifi. I have attempted it in airplane mode, i have disabled mobile data. All the things. The engineers do not seem to understand this.
Furthermore, I would expect to see some initiative on Netgear's end to fix an issue of this magnitude. Why not acquire a Samsung phone and recreate the issue in a controlled environment? Requesting packet captures from 1 person over and over again is not at all the correct way to solve this problem and slows the progress significantly. Especially when you have no direct contact and only respond once or twice a month.
Lastly, It would appear the Netgear engineering team does not review this website. Kind of ironic given that this is the place to discuss ISSUES with Netgear devices. Their latest response to me through their service rep was that this problem only seems to be affecting me and therefore is more likely an isolated incident which is why they need more packet captures. Now even a quick 2 minute research on Google would showcase more than a dozen instances of this exact issue through Amazon reviews, Best Buy reviews, and this forum. Bottom line is this level of mediocrity is completely unacceptable for a company like Netgear and needs to be addressed. If an average consumer is oupacing your engineering team, then they either need some serious training or you need a new engineering team.
I emplore anyone experiencing this issue to voice it here and to Netgear directly to speed up this process.
Another way to help them understand and offer up more information to NG L2 and Engineering, I would put the CAX80 into modem only mode and connect up a different wifi router to the back fo the CAX80 and test WiFi calling out. See if the problem continues or not. Give your results and information to NG Support.
- Solved:
After 7 months of painful troubleshooting we have finally found the fix to wifi calling.
It seems the culprit was "ipsec alg". The service is not found on the official firmware and therefore cannot be disabled.
For everyone with the issue:
You must contact netgear support and explain the wifi calling issues and that you'd like to try the beta firmware with the ipsec alg feature. Currently they do not have plans to release it publicly. Not sure why.
