Wi-Fi Calling lets you make and receive calls over Wi-Fi when your mobile signal is weak or unavailable. Follow these steps to fix common Wi-Fi Calling problems before contacting us.
Before you start
- Wi-Fi Calling only works in the UK
- Wi-Fi Calling must be enabled in your phone settings
- You must be connected to a Wi Fi network that supports voice calls
Find out how to change your phone settings using our Device Guides.
Check that Wi-Fi Calling is switched on
If you can't see the Wi-Fi Calling option on your phone:
- Update your phone to the latest software version.
- Restart your phone.
- Check whether the Wi Fi Calling indicator appears.
If the Wi-Fi Calling indicator isn't showing
You may not see the indicator if:
- your Wi-Fi signal is weak
- the connection is unstable
- the network is too busy to support voice calls
Check your connection by opening a webpage or testing another device connected to the same Wi-Fi network.
Improve poor call quality
For the best experience, we recommend a broadband speed of at least 1Mbps.
Poor call quality can happen when:
- Your broadband is slow.
- Your network is busy.
- Other devices are streaming or downloading.
- You're using a congested public Wi-Fi network.
Make sure you're logged in to public Wi-Fi services, as some hotspots automatically disconnect users. If call quality remains poor, turn off Wi-Fi Calling and use mobile coverage where available.
About Call Forwarding and Call Waiting
When using Wi-Fi Calling without a mobile signal:
- you can't switch on Call Waiting
- you can't switch on Call Forwarding
- you can't switch on number withholding
If these services are already set up, they'll continue to work.
You can't turn off Call Forwarding while using Wi-Fi Calling, even if mobile coverage is available.
Still having problems?
Before contacting us, please collect three examples of the issue across at least two different locations.
For each example, record:
- date and time
- full postcode
- number called or calling
- whether the call was successful
- what happened if it failed
Wi-Fi information we'll need
For each example, also provide:
- the Internet provider
- Wi-Fi uplink speed
- Wi-Fi downlink speed
You can check these using a Wi-Fi speed test app.
Additional information that helps our investigation
If possible, provide:
- Hub/router make and model.
- Hub/router firmware version.
Contact us
Once you've collected the information above, call 0800 800 150, and we'll investigate the issue.