Wi-Fi Calling

Issue or Question

Cellular signals may have limited coverage inside some buildings. Wi-Fi Calling may allow a compatible mobile device to make and receive calls and text messages through a wireless internet connection instead of relying only on the cellular network.

Environment

This information applies to:

• University of St. Thomas faculty, staff, students, and visitors
• Compatible Apple iPhone and Android devices
• Mobile plans and carriers that support Wi-Fi Calling
• Campus locations with an available wireless internet connection

Cause

Building materials, the device's location, and the availability of the carrier's cellular network may affect cellular signal strength inside a building. Wi-Fi Calling uses an available wireless internet connection when the cellular signal is weak or unavailable.

Resolution

Before You Begin

Before enabling Wi-Fi Calling, confirm that:

• Your mobile device supports Wi-Fi Calling.
• Your mobile carrier offers Wi-Fi Calling for your device and plan.
• Your mobile account is active and has Wi-Fi Calling enabled when carrier activation is required.
• Your device is connected to a working wireless network.
• Your device software and carrier settings are current.
• You can provide or confirm an emergency-service address if your carrier requires one during setup.

Enable Wi-Fi Calling

1. Connect your mobile device to an available wireless network.
2. Open the device's Settings.
3. Search the settings for Wi-Fi Calling.
4. Select the Wi-Fi Calling setting.
5. Turn on Wi-Fi Calling.
6. Review and accept any carrier terms displayed on the device.
7. Enter or confirm the emergency-service address when prompted.
8. Follow any additional instructions provided by your mobile carrier.

When setup is complete, the device may display a Wi-Fi Calling indicator when calls and messages are using the wireless connection. The indicator's appearance and location vary by device and carrier.

Use Wi-Fi Calling on Campus

1. Connect the mobile device to an appropriate campus wireless network.
2. Confirm that Wi-Fi Calling is enabled in the device settings.
3. Check for the carrier's Wi-Fi Calling indicator on the device.
4. Place a call or send a message as you normally would.

The device and carrier determine whether a call uses Wi-Fi or the cellular network. Moving outside the wireless network's coverage area may affect an active call.

Review Carrier Instructions

Use your carrier's instructions to confirm device compatibility, account requirements, activation steps, emergency-address requirements, and possible charges:

• Review AT&T Wi-Fi Calling information
• Review T-Mobile Wi-Fi Calling information
• Review Verizon Wi-Fi Calling information

Troubleshooting

Wi-Fi Calling Is Missing from the Device Settings

• Confirm that the device model supports Wi-Fi Calling.
• Confirm that the carrier supports Wi-Fi Calling on the device and mobile plan.
• Update the device operating system and carrier settings.
• Search the device settings for Wi-Fi Calling because the setting's location varies by device.
• Contact the mobile carrier to confirm that Wi-Fi Calling is active on the account.

Wi-Fi Calling Cannot Be Enabled

• Confirm that the mobile account is active.
• Confirm that the device has a working internet connection through Wi-Fi.
• Review and accept any carrier terms displayed during activation.
• Enter or confirm the emergency-service address when prompted.
• Restart the mobile device and try again.
• Contact the mobile carrier if account activation or provisioning is required.

Calls or Messages Do Not Use Wi-Fi Calling

• Confirm that Wi-Fi is turned on and connected.
• Confirm that the device can access the internet through the connected wireless network.
• Confirm that Wi-Fi Calling remains enabled.
• Check for the carrier's Wi-Fi Calling indicator before placing the call.
• Disconnect and reconnect to the wireless network.
• Turn Wi-Fi Calling off, restart the device, and then turn Wi-Fi Calling on again.
• Move to a location with a stronger wireless signal.

Call Quality Is Poor or a Call Disconnects

• Move to an area with a stronger wireless signal.
• Pause bandwidth-intensive activities on the device when possible.
• Confirm that the device remains connected to Wi-Fi.
• Be aware that moving outside the wireless coverage area may interrupt a call.
• Test Wi-Fi Calling on another available wireless network to help determine whether the issue is associated with the device, carrier, or network connection.

Determine Who to Contact

Contact the appropriate support provider based on the issue:

• Contact your mobile carrier for device compatibility, mobile-plan eligibility, account activation, carrier provisioning, emergency-address registration, call routing, or carrier billing questions.
• Contact the Tech Desk if your device cannot connect to the campus wireless network or the campus internet connection is unavailable.

Before contacting support, record:

• The mobile device manufacturer and model
• The device operating-system version
• The mobile carrier
• The campus wireless network in use
• The building or campus location where the issue occurs
• The complete wording of any error message
• Whether normal internet access works while connected to Wi-Fi

Additional Resources