WIFI CALLING HELP
WiFi Calling lets you call and text - even if you don’t have a phone signal. Simply connect your phone to a WiFi network and use your phone as normal. It means you can now make and receive calls in even more places.
This article helps answer some of the key questions you may have about this service.
WiFi Calling is available on all versions of the iPhone 5c and later models of the iPhone, as well as the Samsung Galaxy S8, S8+, S7, S7 edge, A3 (2017), A5 (2017), Nexus 5X, Nexus 6P, Lumia 550, 650, 950, 950XL, HTC 10, BlackBerry Priv, BlackBerry Dtek 50, Google Pixel, Google Pixel XL, Huawei P10, P10 Lite, P10 Plus and P8 Lite (2017).
It's only available on the EE version of all other compatible Android and Windows devices which can only be bought directly from us in one of our stores, online or through our telesales team. At present, other Android and Windows devices bought from other retailers will not be able to support WiFi Calling.
Who can get WiFi Calling
Pay monthly and small business
New and existing customers on EE pay monthly plans and existing small business customers can get WiFi Calling if you have a compatible device. It's not available on pay as you go right now.
WiFi calling is available to all corporate customers on a 4GEE plan with a compatible device.
WiFi Calling will not work if you are a user of Voice VPN, Freedom or Mobile Voice Recording and it is not available on T-Mobile plans. Corporate 3G users can easily upgrade to 4G to use WiFi calling - contact your account manager to find out more.
Setting up WiFi Calling
WiFi Calling is simple to set up. Simply connect your phone to WiFi, ensure you have the latest software installed and switch WiFi Calling on in your settings.
The process will vary according to what phone you have - refer to your device user guide.
How it works
Calling and texting over WiFi Calling
You don’t need to download an app or plug anything in. Just call, text and send picture messages as normal whenever you see the WiFi Call indicator in the top left hand of your screen.
Moving out of WiFi coverage
If you're on the move while making a call, our 4G Calling enabled phones will seamlessly handover to 4G as you move out of range of your WiFi coverage and vice versa to allow your call to continue. Check your phone supports 4G Calling here.
If your phone doesn’t support 4G Calling or you don’t have 4G coverage, then your call will drop as you move out of WiFi coverage and you’ll need to call again once you have a mobile or WiFi signal.
Remembering the WiFi network
Once you’ve connected to a WiFi network it’ll connect automatically next time you use the service. So you only need to connect once at home. If you're using public WiFi, you may be required to reconnect every time.
Calling 999 on WiFi Calling
You can call the emergency services on 999, but they can’t identify your location. So you should use a fixed line phone for these calls and only use WiFi Calling as a last resort. You should never rely on WiFi Calling as your only way to call 999.
What you'll pay
Charges for calls and texts using WiFi Calling
There’s no change to your regular bill when you use WiFi Calling. Calls and texts come out of your monthly allowance. If you go over your allowances you’re charged at standard rates. Calls made using WiFi Calling will not be shown as WiFi calls on your bill.
Why you're being charged when calls are being made over WiFi
Although the call or text starts on a broadband connection, it is simply using it to get onto the EE network. The EE network still carries the call and makes it possible.
WiFi Calling won’t use up any of your EE data allowance – you’ll be using WiFi, rather than the EE network. And the amount of data it uses is tiny – a half hour call uses about 10MB compared to 700MB to download a movie.
I have a compatible device, but don't see a WiFi Calling setting in my menu
You may need to update to the latest version of your phone's software. Check our instructions page on how to do this for your phone.
My device is connected to WiFi, but I don’t see the WiFi Call indicator
If your WiFi signal isn’t strong enough or doesn’t have enough capacity to support a voice call, your phone won’t show the WiFi Call indicator – this can sometimes happen over busy connections.
If you have the problem when you’re at home, there may be a problem with your internet connection. Check by seeing if you can access the internet on your phone or other devices.
I’m experiencing poor call quality over WiFi Calling
To use WiFi Calling we recommend a connection speed of 1mbps. If you are still having problems It's likely your broadband service doesn’t have enough bandwidth to support WiFi Calling. It could be because your broadband speed is limited. Or you could be using the bandwidth to its limit by streaming movies or other activity. If you're using public WiFi, congestion or low bandwidth may affect call quality. You may need to check you are logged in correctly to access the WiFi as not all public WiFi hot spots will keep you logged in. If you continue to experience a poor connection, we recommend you turn off WiFi.
I can’t use WiFi Calling when abroad
Sorry, WiFi Calling isn’t available abroad at the moment.
I can’t change my settings for Call Waiting, Call Forwarding or Withhold Number when connected to WiFi Calling
You can’t activate these three services while you’re on WiFi Calling and without a mobile signal. A simple tip is to set them up beforehand - and they’ll work as normal. You can’t deactivate Call Forwarding while you’re using WiFi Calling, even when network coverage is available.