Troubleshooting Wi-Fi Calling
What is Wi-Fi Calling?
Wi-Fi Calling uses your Wi-Fi network to boost your phone’s service. If you’re somewhere your cell signal is weak or can’t reach, like a basement, a rural area, or a building with thick walls, your phone can lean on Wi-Fi to keep your calls connected.
📌 Make sure your emergency address is set up
When you call 911 over Wi-Fi, this is the address emergency services use to find you. We'll show you how to below.
Troubleshooting steps
Show steps for:
Quick fixes to try first
Start here. These take just a minute or two.
A weak or unstable Wi-Fi signal is the most common reason Wi-Fi Calling stops working. Move closer to your router, or try a different Wi-Fi network.
A quick restart is sometimes all it takes.
Make sure your phone's software is up to date.
iPhone
- Go to Settings.
- Tap General.
- Select Software Update.
Android
Samsung Galaxy
- Go to Settings.
- Tap Software update.
- Tap Download and install.
Google Pixel and most other Android phones
- Go to Settings.
- Tap System.
- Select Software updates.
- Tap System update.
On iPhone, also check that your carrier settings are current. Go to Settings > General > About. If an update is available, a prompt will pop up.
Step-by-step troubleshooting
Still not working? Work through these in order.
iPhone
- Go to Settings.
- Tap Phone.
- Select Wi-Fi Calling.
- Turn on Wi-Fi Calling on This iPhone.
Android
Samsung Galaxy
- Go to Settings.
- Tap Connections.
- Turn on Wi-Fi Calling.
Google Pixel and most other Android phones
- Go to Settings.
- Tap Network & internet.
- Select SIMs.
- Tap Wi-Fi calling and turn it on.
📌 Note: Menu names can vary a little depending on your phone.
Your phone needs an emergency address to use Wi-Fi Calling. This is the address 911 will use to find you if you call over Wi-Fi.
iPhone
- Go to Settings.
- Tap Phone.
- Select Wi-Fi Calling.
- Tap Update Emergency Address and make sure it's correct.
Android
Samsung Galaxy
- Go to Settings.
- Tap Connections.
- Tap the words Wi-Fi Calling (not the switch).
- Select Emergency address and make sure it's correct.
Google Pixel and most other Android phones
- Go to Settings.
- Tap Network & internet.
- Select SIMs.
- Tap Wi-Fi calling.
- Look for Emergency address and make sure it's correct.
This makes your phone use Wi-Fi Calling only.
- Turn on Airplane mode.
- Turn Wi-Fi back on.
- Make a test call.
Did the call go through? Your cell signal is likely too weak where you are, and it's getting in the way. Wi-Fi Calling is working.
Some Android phones let you choose between Wi-Fi preferred and Cellular preferred. Switching to Wi-Fi preferred can help when your cell signal is low.
You'll find this option in your Wi-Fi Calling settings.
📌 Note: This will erase your saved Wi-Fi networks, passwords, and Bluetooth connections.
iPhone
- Go to Settings.
- Tap General.
- Select Transfer or Reset iPhone.
- Tap Reset.
- Choose Reset Network Settings.
Android
Samsung Galaxy
- Go to Settings.
- Tap General management.
- Select Reset.
- Tap Reset network settings.
- Tap Reset settings to confirm.
Google Pixel and most other Android phones
- Go to Settings.
- Tap System.
- Select Reset options.
- Tap Reset Mobile Network Settings and confirm.
- Go back and tap Reset Bluetooth & Wi-Fi and confirm.
- Remove and reinsert your SIM card. Using eSIM? You can skip this one.
- Restart your router. Unplug it, wait 30 seconds, then plug it back in.
- Turn off any VPN or firewall on your phone or router, then try again.
Common Wi-Fi Calling errors
Seeing one of these? Here's what to try.
Check your Wi-Fi connection and turn off any VPN. If you're on a work or public network, it may be blocking Wi-Fi Calling. Try a different network.
Your Wi-Fi signal may be too weak. Move closer to your router or switch to a stronger network.
This is usually a SIM or account setup issue. Restart your phone and try again. Still seeing it? Contact us and we'll take a look.
Dial the full 10-digit number, including the area code. You can also delete and re-save the contact, and check that the number isn't blocked.
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