Learn how to troubleshoot Wi-Fi Calling problems.
To use Wi-Fi Calling, you need to set up an e911 address. If you haven’t added an e911 address to your My T-Mobile account, you'll see this error message when trying to use Wi-Fi Calling. Also, your location may not be automatically provided to the dispatcher when you dial 911 using Wi-Fi Calling.
To set up your e911 address, check out Change your billing and e911 address.
When you try to change the call forwarding or call waiting settings using Wi-Fi Calling, you may see the error, "Network or SIM card error." When you're actively using Wi-Fi Calling, the call forwarding and call waiting settings can't be changed.
To resolve this issue, simply change the settings when you're not using Wi-Fi Calling, You can also use short codes to change call forwarding and call waiting settings.
If you're using Wi-Fi Calling, and the other party is using Wi-Fi Calling as well, you may notice issues with receiving incoming calls and with incoming calls not forwarding to voicemail.
To resolve this issue, visit the Devices page and select your device. Then, click the SOFTWARE UPDATE button and follow the steps to update to the latest version.
This message appears when trying to turn on Wi-Fi Calling during an active call.
To resolve this issue, make sure that Wi-Fi and Wi-Fi calling are turned on before making a call. You can find your device and steps on the Devices page.
This message might happen if there's a problem with the SIM card connecting to the T-Mobile network. This can also happen if you have a non-T-Mobile SIM card in your device.
To resolve this issue:
This message appears when the app is trying to read the SIM and the SIM isn't ready.
If you're experiencing dropped calls, having audio quality issues, a poor Wi-Fi signal error, or having trouble with Wi-Fi calls, it could be due to a Wi-Fi issue or a device problem.
If you're experiencing messaging issues, it could be due to a Wi-Fi issue or a device problem.
You might see this issue if you have low Wi-Fi signal or aren't close enough to the router.
Wi-Fi calling errors appear when there are problems connecting to Wi-Fi, or when there is a problem with the Wi-Fi Calling service.
Scroll to the error for steps to fix the problem:
This message appears when the SIM card has not received a needed SIM card update. This update is automatically sent from the network after a SIM card or phone number change has been completed.
To resolve this issue, make sure that you're in T-Mobile coverage and contact us. Customer Service can send the SIM card update to you.
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