Facetime audio calls not working using iPhone

Question

Facetime audio calls not working using iPhone

I have a Netgear Nighthawk MR60 mesh system with a WiFi router and one satellite. Since I installed it, I cannot make calls using my iPhone xs with either of my Mac computers. The window comes up telling me I’m using Facetime audio with my iPhone, but I immediately get a message in the window saying that the phone and the computer must be connected to the same WiFi network in order to complete the call. Repeated attempts at this have failed.

It looks like everything is set up on all Apple devices for this to work.

On my Nighthawk app, all 3 devices show up on my 5 GHz network.

This worked with the former WiFi router I had and replaced. It was not a mesh system. That router had the ability to connect to either the 2.5 GHz or the 5 GHz network manually. Apparently, the Nighthawk does not have the manual connection option.

I’ve tried logging out of and back into Facetime to no avail.

MacBook Pro (Retina, 13-inch, Early 2015) running macOS Catalina 10.15.7

iMac (Retina 4K, 21.5 inch, Late 2015) running macOS Cataline 10.15.7

iPhone XS Max IOS 14.4.2

MacBook Pro 13″, macOS 10.15

Posted on Apr 6, 2021 2:37 PM

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Answer 1

i_rina

Community Specialist

Apr 7, 2021 10:38 AM in response to JackofalltradesMasterofnone

Hello JakeofalltradesMasterofnone,

It sounds like you are unable to make phone calls since you upgraded your router. We understand how important this is to you and we are here to help.

It sounds like you have done some great troubleshooting steps and have isolated the issue to your router. First, let's review the recommended settings outlined here: Recommended settings for Wi-Fi routers and access points

Let's also review the settings outline here: If you use FaceTime and iMessage behind a firewall

If you are still having issues, reaching out to the router manufacturer may help as well. You can contact them here: Contact Netgear support

Cheers!

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Answer 2

Apr 9, 2021 9:36 AM in response to JackofalltradesMasterofnone

Update

This is working for me now for the last 2 days.

When the new WiFi router was set up, I took advantage of the option to use the exact same network name and password for my network that was used with the previous router (different manufacturer and network type). Basically, I’m lazy and didn’t want to relog into 20+ devices on the existing network. That may have contributed to the problem.

As I said previously, I logged out of Facetime on my Macbook Pro {MBP) and logged right back in again. There was no difference in operation. However, I shut the Macs down at the end of every day and restart them the following morning. The day after I did the Facetime logout/login, tried it again and it worked. Also got a notification on my other Apple devices about the log in on the MBP after using phone with facetime.

So I’m keeping my fingers crossed that it’s fixed.

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Answer 3

Apr 7, 2021 4:35 PM in response to i_rina

Thank you for your quick reply.

I will try the Netgear support, but I.m not too hopeful for any help there. I posted this same question in the Netgear community and the answer I got there was I should contact Apple as the responder there said they didn't think it was the router.

But I'll try the things you mentioned and get back to you. As I said, everything worked with my previous WiFi router. I replaced that router because I was having issues where I was constantly losing connection and having to restart it too many times to get it to work again.

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