Skip navigation

Troubleshooting Wi-Fi Calling (GSM Only)

Follow

Last updated by Isabel M

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

1. Make sure it's not a general calling problem.

Check out our GSM voice services troubleshooting guide in case it's an overall problem.

2. Confirm that 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.

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

NOTE:  The Can use Wi-Fi calling setting appears in the control panel and can be set to Enabled for all GSM devices including ones for which Wi-Fi calling is not actually supported. Refer to the Wi-Fi Calling FAQ for supported device details.

 

3. Make sure that you have all the services you want to use enabled already.

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.

4. Wait until you're not on a call to enable Wi-Fi calling.

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

5. Change your Wi-Fi calling preferences.

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
  • Windows
  • BlackBerry
  • iOS: For devices running iOS 10 and up, the iPhone will default to wi-fi if Wi-Fi Calling is enabled. For devices using older versions of iOS, Wi-Fi calling is not a supported feature. 

6. Make sure you have the latest software update downloaded for your device.

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.

7. 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 and/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 2.4Ghz frequency or Bluetooth devices).
  1. Run a speed test at http://www.speedtest.net. Your download and upload speeds must be higher than .25 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.

Error Codes and What to Do

1. Connection Error

  1. Make sure you have at least 2 bars of Wi-Fi and that you're able to 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.

2. Reading SIM Error

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

3. 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.

4. Other "REG" Errors

The following errors all mean that your SIM card 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 GSM coverage map to confirm). Once you're in a home network area, get in touch so we can send the update to your phone.

5. 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 re-connecting 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.

Get in touch.

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

Have more questions? Submit a request

Comments

  • Avatar
    Peter Rudy

    Isabel: another great FAQ. Please see my post under the private gsm army beta regarding wifi calling issues. Thanks

  • Avatar
    Matt Colwell

    I see that IOS does not have support here, but a chat tech was able to activate ios wifi calling for me.  A wifi calling set-up instruction doc would be helpful here.

  • Avatar
    Isabel M

    Hi Matt,

    Check your email--I just sent you a message.

    To clarify for anyone else reading, the article is correct: Wi-Fi calling isn't yet supported for iOS devices. However, our control panel can't currently differentiate between devices that do and don't support Wi-Fi calling, so even if a device doesn't support it, the setting will appear as enabled if you click it.

    We'll be adding that information to our documentation to clarify that to avoid further confusion.

  • Avatar
    Donald Krebs

    WiFi calling is offering update but the update refused to work. Could this be because the phone is rooted?

  • Avatar
    Chris D

    with iOS 10.3.3, there is an option to Enable or Disable Wi-Fi Calling: Settings -> Phone -> Wi-Fi Calling -> toggle button for "Wi-Fi Calling on This iPhone". You should probably update the guide. I was able to figure it out, but it took some extra Googling outside of the Ting help pages.

Powered by Zendesk