Video calling/samsung galaxy  s6 edge plus

krdaughtry

    When trying to make video call (green camera icon) receive msg "video calling not available." Son has same phone, same issue.

      All replies

      • tmo_lauren

        Re: Video calling/samsung galaxy  s6 edge plus

        Hey there!

         

        Is this happening both on network and on WiFi?

         

        -Lauren

          • krdaughtry

            Re: Video calling/samsung galaxy  s6 edge plus

            Yes it is, on both phones as well.

             

            Sent from Yahoo Mail on Android

             

              On Mon, Aug 22, 2016 at 1:19 PM, tmo_lauren<no-reply@t-mobile.com> wrote:   

             

            T-Mobile Support Community

             

             

            Video calling/samsung galaxy  s6 edge plus

            created by tmo_lauren in Samsung Galaxy S6 edge+ (G928T) - View the full discussion

            Hey there!

             

             

             

            Is this happening both on network and on WiFi?

             

             

             

            -Lauren

             

            Reply to this message by replying to this email -or- go to the message on T-Mobile Support

             

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              • tmo_lauren

                Do you see the option available to call anyone else this way when you are in your contacts? The most common issue we see is one party is on a network available for the video calling and the other is not despite having a capable device.

                  • krdaughtry

                    Re: Video calling/samsung galaxy  s6 edge plus

                    No, I tried calling someone with s6 and s7 and same error msg.

                     

                    Sent from Yahoo Mail on Android

                     

                      On Tue, Aug 23, 2016 at 12:17 PM, tmo_lauren<no-reply@t-mobile.com> wrote:   

                     

                    T-Mobile Support Community

                     

                     

                    Video calling/samsung galaxy  s6 edge plus

                    created by tmo_lauren in Samsung Galaxy S6 edge+ (G928T) - View the full discussion

                    Do you see the option available to call anyone else this way when you are in your contacts? The most common issue we see is one party is on a network available for the video calling and the other is not despite having a capable device.

                     

                    Reply to this message by replying to this email -or- go to the message on T-Mobile Support

                     

                    Start a new discussion in Samsung Galaxy S6 edge+ (G928T) by email or at T-Mobile Support

                     

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              • tmo_chris

                Re: Video calling/samsung galaxy  s6 edge plus

                Thanks for clarifying! There is one thing I know for sure causes this to happen and that is VoLTE must be enabled when connecting on LTE and Wi-Fi calling must be enabled when connecting on Wi-Fi in order for video calling to work while connected to either of those.

                 

                To check if you have VoLTE enabled on your device you can follow these steps:

                 

                From your home screen, press the Phone icon.

                Tap More on the top right corner.

                Scroll down and tap on Settings. ...

                Tap on VoLTE.

                Make sure that Use VoLTE when available is checked.

                 

                You can also enable Wi-Fi calling by following these steps.

                 

                Let me know if either of these helps!

                  • krdaughtry

                    Re: Video calling/samsung galaxy  s6 edge plus

                    Ok, will do.

                     

                    Sent from Yahoo Mail on Android

                     

                      On Tue, Aug 30, 2016 at 7:03 PM, tmo_chrisl<no-reply@t-mobile.com> wrote:   

                     

                    T-Mobile Support Community

                     

                     

                    Video calling/samsung galaxy  s6 edge plus

                    created by tmo_chrisl in Samsung Galaxy S6 edge+ (G928T) - View the full discussion

                    Thanks for clarifying! There is one thing I know for sure causes this to happen and that is VoLTE must be enabled when connecting on LTE and Wi-Fi calling must be enabled when connecting on Wi-Fi in order for video calling to work while connected to either of those.

                     

                     

                     

                    To check if you have VoLTE enabled on your device you can follow these steps:

                     

                     

                     

                    From your home screen, press the Phone icon.

                     

                    Tap More on the top right corner.

                     

                    Scroll down and tap on Settings. ...

                     

                    Tap on VoLTE.

                     

                    Make sure that Use VoLTE when available is checked.

                     

                     

                     

                    You can also enable Wi-Fi calling by following these steps.

                     

                     

                     

                    Let me know if either of these helps!

                     

                    Reply to this message by replying to this email -or- go to the message on T-Mobile Support

                     

                    Start a new discussion in Samsung Galaxy S6 edge+ (G928T) by email or at T-Mobile Support

                     

                    Not interested in these emails anymore, or want to change how often they come? Update your email preferences.

                     

                     

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                      • tmo_chris

                        Re: Video calling/samsung galaxy  s6 edge plus

                        Just wanted to see if you had any luck with those settings? It is worth note that your Son will also need to ensure he has either of those settings enabled as well for the call to complete.

                          • krdaughtry

                            Re: Video calling/samsung galaxy  s6 edge plus

                            I did try it yesterday,  no luck

                             

                            Sent from Yahoo Mail on Android

                             

                              On Wed, Aug 31, 2016 at 11:00 AM, tmo_chrisl<no-reply@t-mobile.com> wrote:   

                             

                            T-Mobile Support Community

                             

                             

                            Video calling/samsung galaxy  s6 edge plus

                            created by tmo_chrisl in Samsung Galaxy S6 edge+ (G928T) - View the full discussion

                            Just wanted to see if you had any luck with those settings? It is worth note that your Son will also need to ensure he has either of those settings enabled as well for the call to complete.

                             

                            Reply to this message by replying to this email -or- go to the message on T-Mobile Support

                             

                            Start a new discussion in Samsung Galaxy S6 edge+ (G928T) by email or at T-Mobile Support

                             

                            Not interested in these emails anymore, or want to change how often they come? Update your email preferences.

                             

                             

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                              • tmo_chris

                                Re: Video calling/samsung galaxy  s6 edge plus

                                Well shucks! I think we may need to get our engineers involved in this one to see if something on the network side is preventing you from making these video calls. You can contact our Tech Support teams here. We will get this sorted out for you and your Son.

                                  • krdaughtry

                                    Re: Video calling/samsung galaxy  s6 edge plus

                                    Ok, thanks 

                                     

                                    Sent from Yahoo Mail on Android

                                     

                                      On Wed, Aug 31, 2016 at 11:37 AM, tmo_chrisl<no-reply@t-mobile.com> wrote:   

                                     

                                    T-Mobile Support Community

                                     

                                     

                                    Video calling/samsung galaxy  s6 edge plus

                                    created by tmo_chrisl in Samsung Galaxy S6 edge+ (G928T) - View the full discussion

                                    Well shucks! I think we may need to get our engineers involved in this one to see if something on the network side is preventing you from making these video calls. You can contact our Tech Support teams here. We will get this sorted out for you and your Son.

                                     

                                    Reply to this message by replying to this email -or- go to the message on T-Mobile Support

                                     

                                    Start a new discussion in Samsung Galaxy S6 edge+ (G928T) by email or at T-Mobile Support

                                     

                                    Not interested in these emails anymore, or want to change how often they come? Update your email preferences.

                                     

                                     

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                                      • tmo_chris

                                        Re: Video calling/samsung galaxy  s6 edge plus

                                        No problem! Let us know what happens

                                          • krdaughtry

                                            So all of a sudden my video calling is working...tried calling two different ppl. One on tmobile and one on verizon and it worked. Did nothing different then I've been doing. It was working before and just suddenly stopped. Not sure what the problem was but it's working, for now.Kim 

                                             

                                            Sent from Yahoo Mail on Android

                                             

                                              On Wed, Aug 31, 2016 at 12:17 PM, tmo_chrisl<no-reply@t-mobile.com> wrote:   

                                             

                                            T-Mobile Support Community

                                             

                                             

                                            Video calling/samsung galaxy  s6 edge plus

                                            created by tmo_chrisl in Samsung Galaxy S6 edge+ (G928T) - View the full discussion

                                            No problem! Let us know what happens 

                                             

                                            Reply to this message by replying to this email -or- go to the message on T-Mobile Support

                                             

                                            Start a new discussion in Samsung Galaxy S6 edge+ (G928T) by email or at T-Mobile Support

                                             

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