Telstra Video Calling - FAQ's

Community Manager Community Manager
Community Manager

The next phase in video calling technology for all Telstra Mobile customers is Telstra Video Calling. If you’re eligible, you’ll be able to make high quality video calls which now operates over our 4G and 4GX mobile network. To find out more check out our frequently asked questions below.

 

How do I get Telstra Video Calling?

We’re progressively rolling out Telstra Video Calling to all our mobile customers with a compatible device. We’ve tested this new technology to ensure excellent video call performance and experience. If you’re a Telstra Mobile customer with a compatible device and with Telstra HD Calling enabled, we’ll automatically enable Telstra Video Calling for you. We’re continuing to work on enabling more devices and you can check back here to see if you’re eligible. Customers in Small Cell (4G only cell) areas will not be able to use Telstra Video Calling.

 

How will I be charged for Telstra Video Calling calls?

Every Telstra Video Call made will be charged at your existing mobile plan’s voice and data allowance. You’ll also be charged for data usage when receiving Telstra Video Calling calls. There are no additional monthly fees or charges for Telstra Video Calling and customer call rates remain the same.

 

Do Telstra Video Calling calls use my data allowance?

Yes. Telstra Video Calls are charged data based on your current data rates or allowance for the video component. The voice component will be treated as voice calls for billing purposes, data used for Telstra HD Calls is not charged.

 

Which devices are currently supported?

All devices must have the latest software installed. For the latest list of supported devices please visit telstra.com/videocalling.

 

When will my device be supported?

We’re working closely with our device vendors to support the technology and will be updating our list of supported devices when they become available.

Is my mobile service compatible if I have the following Business products: Call Select, Call Manager and/or Mobile VPN?

Telstra HD Calling, Telstra Video Calling, Telstra WiFi Calling & Telstra Messaging are not compatible with these services.

 

How will I know when I have Telstra Video Calling?

When you are about to make a call you will see a Video Call option on your device’s dialler. Some devices may show a new icon as well – this will vary by manufacturer. While in 4G coverage areas, customers with Telstra Video Calling compatible handsets will be able to switch from a Telstra HD Call to a Telstra Video Call by clicking on the ‘Video call’ button.

 

Where can I make a Telstra Video Call?

If you are not in a 4G only small cell area and your service has been enabled for Telstra Video Calling when you are in a 4G or 4GX mobile coverage area within Australia, you’ll automatically use Telstra to make calls with option to switch to Telstra Video Calling. When a 4G signal is not available, voice calls will fall back to 3G and video calls will be unavailable.

 

Is there any change to the way I make or receive calls on my phone using Telstra Video Calling?

No, you make and receive calls exactly the same as you have before with the option to switch to a Telstra Video Call.

 

I think Telstra Video Calling is causing problems with my call experience.

We thoroughly test our range of devices to ensure the best performance on our Mobile Network. Only after passing this testing will we enable Telstra Video Calling. We will be proactively monitoring the call performance of our Telstra Video Calling enabled devices to ensure they are working correctly.

 

What about International Roaming?

There are currently no Telstra Video Calling roaming agreements. Your device will automatically fall back to 3G circuit-switched voice calls when you are making outgoing calls while overseas and international roaming rates apply.

 

I have a 4G smartphone and I’ve switched from another carrier. Can I use Telstra Video Calling?

Telstra Video Calling capability depends on the device hardware and firmware. Non-Telstra devices are not guaranteed to work on the Telstra Mobile Network.

 

How much data do I use when making a video call?

Approximately 3MB of data is used per minute.

 

Is Telstra Video Calling the same as 3G Video Calling?

No, 3G Video Calling is an older technology and is not compatible with Telstra Video Calling.

 

The Telstra Mobile Network offers 4GX in all capital CBDs and selected suburban and regional areas and is progressively rolling out to more places. In other coverage areas around Australia, you’ll automatically switch to our fastest available 4G or 3G. Check coverage at telstra.com/coverage.  

 

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
20 Comments
Level 23: Superhero

As this goes more wide-spread I can see some folks on low plans being caught out by being charged for RECEIVING a video call.

Achandab
Level 1: Cadet

When will Video calling be coming to Pixel 3??

Telstra (Retired)
Telstra (Retired)

Hi Achandab, there is no ETR as yet, however please keep checking the link above to check for your device.

Achandab
Level 1: Cadet

Thank you for the response. Can you just confirm that is the reason I don't have carrier video calling on my Pixel 3? Or is it a Google pixel issue? 

Telstra (Retired)
Telstra (Retired)

Hi Achandab, Yes this is the reason

Achandab
Level 1: Cadet

thank you for clearing this up .Will wait for an update

Telstra (Retired)
Telstra (Retired)

My pleasure Achandab, any other questions just let us know.

Achandab
Level 1: Cadet

Hi Ads

 

Is there any update on video calling for Pixel 3 yet? I find it surprising its on Pixel 2 but not on the 3 from release date. It's been out for over 2 weeks now. Can we get a reason on why it's not working yet and when to expect it? Do we know if the feature is definitely coming? 

Telstra (Retired)
Telstra (Retired)

Hi Achandab, Unfotunatly as yet there is still no ETR on this, however please keep checking the link above to check for your device.

Achandab
Level 1: Cadet

Hi @Ads

 

I have been told my the Telstra network team that Telstra Video calling will not be coming to Pixel 3 as they are pushing to use Google DUO. Is this correct. Can you please confirm?