Troubleshooting Wi-Fi Calling

If you're having trouble with Wi-Fi calling on your device, here are a few quick and easy troubleshooting tips.

General Troubleshooting

Confirm Wi-fi calling is enabled for the device on your account.

Log into your Ting account online and go to Device settings. Find the device you want to enable Wi-Fi calling for and click the edit icon in the Minutes section.

How_do_I_use_Wi-Fi_calling_with_Ting.jpg

Note: The Can use Wi-Fi calling setting appears in the control panel and can be set to Enabled for all GSM devices, including those for which Wi-Fi calling is not supported. Refer to the Wi-Fi Calling FAQ for supported device details. The Can use Wi-Fi calling setting will only appear for supported CDMA devices in the control panel.

Check that all your services are enabled.

If you want to use voice services, text messaging, or MMS messaging over Wi-Fi, those services all need to be enabled in your account first.

To enable, wait until you finish your call.

Trying to enable Wi-Fi calling while you're on a call will cause problems. Wait until you've completed your call to enable.

Change your Wi-Fi calling preferences.

On some devices, if you have your phone set to prefer Wi-Fi calling, then your phone may switch to Wi-Fi calling even in situations where cellular signal is better. To update your Wi-Fi calling preferences, click on one of the links below for directions:

  • Android
  • iPhone: Not an available setting

Update your device with the latest software.

Older software versions can interfere with Wi-Fi calling, so if you're having trouble with Wi-Fi calling, make sure that your device has the latest software update.

Check your Wi-Fi setup.

If you're experiencing issues with call quality, dropped calls, or trouble making or receiving Wi-Fi calls in general, make sure:

You have high-speed Internet service.

  • You have a Wi-Fi connection, and you're within 15 feet of the modem or router.
  • Your modem and wireless router are properly and directly connected.
  • Your wireless router has the latest firmware update.
  • You're not near appliances that are known to interfere with Wi-Fi signals (e.g., baby monitors and cordless devices on the 2.4 GHz frequency or Bluetooth devices).
  1. Run a speed test at http://www.speedtest.net. Your download and upload speeds must be higher than 1 Mbps, or Wi-Fi calling will not work properly.
  2. Power down your phone, router, and modem.
  3. Wait about a minute.
  4. Turn on your modem.
  5. Once your modem shows that there is an Internet connection, turn on your router.
  6. Wait until your router shows a connection, and then turn on your phone.
  7. Try using Wi-Fi calling again.

You will need your own private or public Wi-Fi connection. It is recommended to use a Wi-Fi Router that supports either the 802.11n or 802.11ac standards on CDMA. These routers provide better data throughput than older 802.11 b or g routers. A minimum download speed of 1Mbps is required to support Wi-Fi Calling.

Error Codes

Connection error

  1. Make sure you have at least 2 bars of Wi-Fi and can use the phone's browser app.
  2. Disable Wi-Fi calling.
  3. Turn off your router or modem for a minute.
  4. Power up the modem or router.
  5. Enable Wi-Fi calling again.

Reading SIM error

  1. Remove the SIM card from the phone.
  2. Wait about a minute.
  3. Re-install the SIM card.

REG01 error

You might see this error also come up as ER01. This just means your phone is generally having trouble with Wi-Fi calling. To deal with this, simply disable Wi-Fi calling for about a minute and then enable it again.

Other "REG" errors

The following errors all mean that your SIM card/Device needs an update:

  • REG02
  • REG05
  • REG06
  • REG90
  • REG99

This type of update should happen automatically after a SIM card or phone number change has happened, but sometimes, we need to resend that update. In order for the update to reach your device, you can't be in a roaming area (check the coverage maps to confirm). Once you're in a home network area, get in touch so we can send the update to your phone.

J00 and W00 errors

Error Solution
J008.0 & 8.1
J0012.0
J0012.6 &12.11
The Wi-Fi network is congested. Power down the modem and/or router and power it back up.
W005.0 & 5.2
W005.4 & 5.5
Try disconnecting and reconnecting to the Wi-Fi network or power down the modem and/or router and power it back up.
W006.1 & 6.2 Check that your modem and/or router is properly connected. Power down the modem and/or router and power it back up.
W006.25 & 6.8 Your E911 address needs to be set up on your account for Wi-Fi calling.

Apple Provisioning Server errors

If you are trying to enable the Wi-Fi calling (or iMessage) feature on your iOS device and get an error related to activation, in many cases, this can be traced to the specific name assigned to your device, e.g., Bob's iPhone. We suggest that you try to change the device name for your iOS device and then reattempt activating the feature.

Get in touch

If none of these tips have gotten you up and running, it's time to get in touch so we can help. Please let us know what you've done so we know where to pick it up.

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