Wi-Fi calling and browsing troubleshooting

If you're having trouble using your Wi-Fi we can help.

 

Read me first

 

Let's check your Wi-Fi network:

check.PNG Make sure other devices can connect to and use the Wi-Fi network.

check.PNG Verify the Wi-Fi password is correct. If you're unsure, set up a new network password.

check.PNG Some public networks have a login page that you need to pass before using the Wi-Fi. Check for alerts and open your browser to see if it redirects you.

check.PNG Change the computer's network security type to one the device supports or turn it off.

check.PNG Check that the router has the most recent software and is connected to the modem.

check.PNG Run a speed test on the Wi-Fi network at http://www.speedtest.net. If your speeds are lower than .25 Mbps, the problem is with the Internet connection.

 

REG09: Missing 911 address error

You must set up an e911 address on My T-Mobile to use Wi-Fi calling. Check out Change your billing and e911 address.

 

Tip: If you need help with any of these steps, visit our Device tutorials page, select your device, and use the search bar in upper right to find what you're looking for.

 

Device troubleshooting

Use these steps for issues calling or browsing when connected to Wi-Fi.

 

  1. Turn off your Wi-Fi and test the issue. If you're still having the issue check out our other troubleshooting documents.
  2. Check the following:
    • You have restarted your device recently. See why it's important to Restart your device regularly.

    • You are connected to Wi-Fi.
    • You are within 15 feet of the router.
    • You don't have a firewall turned on.
    • You're not near something that can cause Wi-Fi interference, such as 2.4Ghz baby monitors or cordless phones, and some Bluetooth-enabled devices.
  3. Turn off any battery-saving or power-saving features on the device.
  4. Uninstall downloaded apps that might manage or explore Wi-Fi networks.
  5. Update the device software to the latest version.
  6. If your device uses wi-fi 1.0, you must have an active T-Mobile SIM in the device to use Wi-Fi calling.
  7. If you have access to the network equipment:
    • Turn off your router and modem.
    • Wait 30 seconds and turn on just the modem.
    • Once the modem shows that it has established an Internet connection, turn on the router and make sure it connects to the modem.
  8. Delete/forget the Wi-Fi profile from your device.
  9. Turn your device off for 30 seconds and then turn it back on.
  10. Re-connect to add the Wi-Fi network.
  11. Android devices: Wipe the cache partition.
  12. Apple devices:
    • Turn off Wi-Fi assist.
    • Reset network settings in Settings > General > Reset > Reset Network Settings.
    • Verify the "T-Mobile Carrier Settings" are up-to-date. See Apple Support.


 

Still need help?

If you are still having this issue, the problem could be with the network or the device. Try contacting your ISP then call us at 1-877-746-0909. It's best if you can call from a different phone than the one you are having issues with. You can also schedule a call back or message us during available hours.