CAX 80 / WIFI calling issues

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.