Wi-Fi Calling problems

    Learn how to troubleshoot Wi-Fi Calling problems.

     

     

    REG09: Missing 911 address error

    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.

     

     

    Can't change call forwarding, call hold, or call waiting settings

    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.

     

     

    Can't use call forwarding, call hold, or caller ID

    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.

     

     

    "Calling preference cannot be changed during call" error

    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.

     

     

    "Invalid SIM" error

    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:

    1. Make sure you are using a T-Mobile SIM card. If you don't have one, you'll need to purchase a T-Mobile SIM card.
    2. After you power on your device, wait 1 minute before turning on Wi-Fi Calling.

     

     

    "Reading SIM" error

    This message appears when the app is trying to read the SIM and the SIM isn't ready.

     

    To resolve this issue:

    1. Wait 1 minute after powering on the device before turning on Wi-Fi Calling.
    2. Remove the SIM card from the device and re-insert the SIM properly. You can find your device and steps on the Devices page.
    3. Power on your device and wait 1 minute before you turn on try to use Wi-Fi Calling.
    4. If the error is still appearing on the device, contact T-Mobile Customer Service.

     

     

    Can't make or receive Wi-Fi calls or call quality issues

    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.

     

    To resolve this issue:

    1. Make sure of the following:
      • You have high-speed Internet service (DSL, cable, FiOS, public Wi-Fi).
      • You're connected to Wi-Fi and within 15 feet of the router.
      • The wireless router is directly connected to the modem.
      • The wireless router is on the latest firmware version.
      • You're not near machines or appliances that can cause Wi-Fi interference, such as 2.4Ghz baby monitors, 2.4Ghz cordless phones, and  Bluetooth-enabled devices.
    2. Run a speed test at http://www.speedtest.net. If your download speed or upload speed aren't higher than .25 Mbps, the problem is with the Internet connection.
    3. Turn off your device, router, and modem. If you're using public Wi-Fi, jump to step 6.
    4. Turn on your modem.
    5. Once the modem shows that it has established an Internet connection, turn on the router.
    6. Once the router indicates it has connected, turn on your device handset and try to use Wi-Fi Calling. Visit Devices page and select your device. Look for Wi-Fi Calling to access guided steps.
    7. If you are still having this issue, contact us.

     

     

    Can't use text or picture messaging

    If you're experiencing messaging issues, it could be due to a Wi-Fi issue or a device problem.

     

    To resolve this issue:

    1. Turn off your device for 30 seconds.
    2. Turn it back on and try to use Wi-Fi Calling. Visit the Devices page, and select your device. Look for Wi-Fi Calling to access guided steps.
    3. Try to send a picture message to your own 11-digit mobile number while connected to Wi-Fi Calling.
    4. If you are still having this issue, contact us.

     

     

    Low Wi-Fi signal or “Connection Error”

    You might see this issue if you have low Wi-Fi signal or aren't close enough to the router.

     

    To resolve this issue:

    1. Make sure of the following:
      • You're not currently using your device as a Mobile HotSpot.
      • You can browse the web from your device.
      • Your device has the latest software version.
      • You're connected to Wi-Fi and you can access data.
      • You're near the wireless router and that you have 2 bars of Wi-Fi signal.
        Note: Wi-Fi signal quality degrades as you move away from the router.
    2. If your device is showing a specific error code, see Error Codes.
    3. Place a test call while not on Wi-Fi. If the issue happens when using the T-Mobile network, and while on Wi-Fi, this is likely a call quality issue. See Calling troubleshooting for additional steps.
    4. If you’re using Wi-Fi calling at home, turn off and turn on your home network equipment.
    5. Restart your device.
    6. If issue persists, contact your internet service provider.

     

     

    Error codes

    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:

     

    ErrorSteps
    • ER01/REG01
    • Invalid Certificate
    1. Turn off Wi-Fi for 1 minute.
    2. Turn Wi-Fi back on.
    3. Try to use Wi-Fi Calling.
      • lf Wi-Fi Calling still doesn't work, visit the Devices page, and select your device. Look for Wi-Fi Calling to access guided steps.
      • If you still have the issue, contact us.
    • ER010
    • ER011
    • ER02
    • ER03
    • ER04
    • ER07
    • ER101
    • ER111
    • ER41
    • ER81
    • ER82
    • Invalid Certificate
    • DNS Error
    1. Make sure you've been able to use this Wi-Fi network for Wi-Fi Calling.
    2. Make sure you can use the Internet when connected to Wi-Fi.
      • If you can't access the Internet, the router may need to be turned off and on to restore Internet service.
      • If you have Internet connectivity, walk through the steps to connect to Wi-Fi Calling.
    3. Make sure you don't have a firewall turned on.
    4. Turn off Wi-Fi for 1 minute.
    5. Turn Wi-Fi back on and retest the issue.
    6. Restart your device.
    7. Retest the issue. If you still have the issue, contact us.
    • ER04
    • ER06
    • Invalid SIM
    To resolve this issue, contact us.
    • REG90
    • REG91
    • REG99
    • ER08
    • Unable to Connect
    1. Make sure of the following:
      • You don't have third-party apps using Wi-Fi.
      • Your device is on current software version. Check the how-to guides for your device on the Devices page.
    2. Turn off Wi-Fi for 1 minute.
    3. Turn Wi-Fi back on and retest the issue.
    4. Restart your device.
    5. Retest the issue. If you still have the issue, contact us.
    • REG02
    • REG05
    • REG06

    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.