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.
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:
- 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).
- 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.
- Power down your phone, router, and modem.
- Wait about a minute.
- Turn on your modem.
- Once your modem shows that there is an Internet connection, turn on your router.
- Wait until your router shows a connection and then turn on your phone.
- Try using Wi-Fi calling again.
Error Codes and What to Do
1. Connection Error
- Make sure you have at least 2 bars of Wi-Fi and that you're able to use the phone's browser app.
- Disable Wi-Fi calling.
- Turn off your router or modem for a minute.
- Power up the modem or router.
- Enable Wi-Fi calling again.
2. Reading SIM Error
- Remove the SIM card from the phone.
- Wait about a minute.
- 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:
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
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.