Telstra Wi-Fi Calling - FAQ's

Community Manager Community Manager
Community Manager

 

Telstra Wi-Fi Calling

 

If you live in an area that can’t connect to the mobile network or have areas around your home where you can’t make a call, Wi-Fi Calling can help. Telstra Wi-Fi Calling provides basic voice calling capability on compatible devices when you’re connected to a supported Wi-Fi network and you can’t connect to the Telstra Mobile Network. You don’t need to do anything, you’ll be automatically connected to the strongest connection.

 

How and when do I get Telstra Wi-Fi Calling?

We’re progressively deploying Telstra Wi-Fi Calling technology to all Telstra mobile customers with a compatible device and a supported (consumer) Fixed Broadband service. At launch, we’ll make Telstra Wi-Fi Calling available to select compatible devices that have been tested with the technology to ensure the best possible experience. As we progress, more devices will support Telstra Wi-Fi Calling.

 

Am I eligible for Telstra Wi-Fi Calling (VoWiFi)? 

To be eligible for Wi-Fi Calling, you need to:

  • Have a Telstra approved Wi-Fi Calling compatible device.
  • Have  VoLTE (i.e. 4G Voice Calls) enabled on your device. 
  • Ensure you have updated to the latest software.
  • Turn on Wi-Fi Calling in your settings on your device.

 

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.

 

Why is Wi-Fi Calling potentially important to me?

Wi-Fi calling means we can deliver voice services over smartphones, where previously no service was possible. It’s simple to use, you only need a compatible handset just connect to Wi-Fi as normal.

 

Does Telstra Wi-Fi Calling cost extra? 

There are no additional monthly fees for Telstra Wi-Fi Calling, if you make a Telstra Wi-Fi call, you will be charged at your standard call rate (as set out in your plan) . Data consumed over your Telstra Home Broadband Wi-Fi connection is unmetered – that is it’s not charged.  However, data consumed over non-Telstra Broadband will charged (or consume data allowance) based on your current providers plan.

 

Is Telstra Wi-Fi Calling Secure?

Yes, our current supported handsets use certificates to authenticate, ensuring that both Telstra and the mobile handset confirm their identities securely and the voice call is protected by industry standard SHA2 .

 

Does Telstra Wi-Fi Calling use my data allowance?

Data consumed over your Telstra Broadband Wi-Fi connection is unmetered (not charged). Data consumed over non-Telstra Broadband will be charged (or consume data allowance) based on your current providers plan.

 

How can I get support for Telstra Wi-Fi Calling?

You can have a look at our Telstra Wi-Fi Calling page at telstra.com/wificalling for set up instructions and troubleshooting steps.

 

Can I turn off Telstra Wi-Fi Calling?

Yes, you can turn off Wi-Fi Calling.

  • Android: Navigate to your Phone app > select More > tap Settings > and un-tick the Wi-Fi Calling option.
  • iOS: Settings > Phone > Wi-Fi calling > switch radio button to Off.

 

I have a Telstra Pre-paid Mobile, why can’t I access Wi-Fi Calling?

We are progressively rolling out Wi-Fi Calling to our Pre-paid customers. During this time we are unable to take requests for Wi-Fi Calling activation.

 

Is there a benefit overseas with using Telstra Wi-Fi Calling? Can I avoid voice roaming costs by using this feature over a Wi-Fi connection? If not what are the associated charges that a user would expect?

Coverage is currently restricted to Australian domestic consumer broadband connections only. The charges that apply to voice calls while roaming depend on what plan you are on. Customers can also purchase day passes while roaming for better value. You can find out more about roaming costs here.

 

Compatibility 

 

Will Telstra Wi-Fi Calling work when connected to a Mobile Wi-Fi hotspot?
Yes, Wi-Fi Calling will work on Mobile Wi-Fi Hotspots. 


Can I use video over Wi-Fi?
Currently Wi-Fi Calling can only be used for voice calls.


Can I send and receive SMS/MMS over Wi-Fi?
No, currently sending SMS/MMS whilst Wi-Fi Calling is active is not possible.


Can I make a Wi-Fi call using a Telstra Air Wi-Fi hotspot?
Yes! We support Wi-Fi Calling over the Telstra Air network.

 

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 compatible devices as they become available.

 

What if I use different a DNS (Domain Name Service) on my Wi-Fi modem?

Telstra supports the ability to use any DNS, however in some instances it can impact the location reported to the network, affecting location aware services such as regional dialing (where an 03 or 02 is automatically added to a local number) and 1800 / 1300 services. We recommend using Telstra DNS for best results.


Can I use Wi-Fi Calling on a VPN?
No, VPNs are not supported.


Why does my Wi-Fi Calling connect on my home network, but not on my friends Wi-Fi network?
There are a few reasons Wi-Fi calling may not be working, such as the Internet Service Providers (ISP) being incompatible, specific firewall settings and other configuration issues with business and public Wi-Fi hotspots.


How will I know when I have Telstra Wi-Fi Calling?
You can check telstra.com/wificalling to see whether your device is compatible, we’ll be updating our list of eligible devices as the functionality becomes available. When customers are on a Telstra Wi-Fi Call their handset will continue to display a Wi-Fi call icon next to the signal bar. Some devices may show variants of this icon based on the manufacturer.

 

I can’t see the Wi-Fi calling icon at the top of my phone screen
An icon will appear at the top of the mobile screen, next to the existing Wi-Fi signal icon, if you cannot see this icon and you see the message ‘Fail to connect to VoWiFi’ then Wi-Fi Calling is not possible in your current location.


I saw a ‘Fail to connect to VoWiFi’ message, what is this?
This message means that the Wi-Fi Calling was not able to connect via your current Wi-Fi hotspot. The reasons for this can include:
• Using a Wi-Fi hotspot on an unsupported Internet Service Provider
• Using a Wi-Fi hotspot that has a firewall that blocks the Wi-Fi Calling
• Using a Wi-Fi hotspot outside of Australia. Wi-Fi calling is currently only available within Australia.

What happens to calls when I enter or leave Wi-Fi coverage?
If you’re entering or leaving 4G coverage, the call will seamlessly transition between Wi-Fi and 4G. If you’re entering or leaving 3G coverage, then calls will drop when moving to and from Wi-Fi.


Why can’t I use Wi-Fi Calling for all my calls?
Wi-Fi Calling helps you make and receive calls over Wi-Fi, where previously you couldn’t make calls due to issues with coverage. Where there is 3G or 4G coverage, your phone will always make the call over the mobile network. Only when the 3G/4G coverage is insufficient to make a call will the phone switch to Wi-Fi Calling (if available).


Where can I make my Telstra Wi-Fi Calls from?
If you're within range of a supported Fixed Broadband Wi-Fi connection and there is no Telstra Mobile coverage available, your mobile will automatically use Wi-Fi to make calls. It will choose the best connection type (4G, 3G, Wi-Fi) available and automatically connect.

 

Is there any change to the way I make or receive calls on my phone using Telstra Wi-Fi Calling?
No, you make and receive calls as normal. Furthermore, your MessageBank and EasyCall features (such as Call Waiting and Call Conference) and #100# will still work as per normal.

 

Why can’t I change my Call Forwarding settings when using Wi-Fi Calling?
Currently calls will be forwarded based on your existing settings whilst you are in Wi-Fi Calling mode, you won’t be able to change the forwarding settings until you are connected to the Telstra Mobile Network.


Will my home Wi-Fi modem/router work with Wi-Fi Calling?
If you are using a Telstra Gateway or modem that is less than 4 years old it will be compatible with Wi-Fi Calling. If your modem is from another Internet Service Provider (ISP), you’ve purchased yourself or over 4 years old from Telstra, the modem/router may be compatible. For your modem to support Wi-Fi Calling it will need to have:
1. IPSec pass-through feature (enabled) and;
2. Certificate Fragmentation support.

What broadband bandwidth is needed for Wi-Fi Calling to work properly?
Wi-Fi calling uses around 100 – 120kbps. The majority of broadband services should be capable of running Wi-Fi calls. Delays can be an issue for Wi-Fi calls, so in situations where there is high latency on broadband (i.e. Satellite) then call quality may be reduced.


What happens if lots of people are using the internet at the same time and I make a Wi-Fi call?
Telstra Wi-Fi Calling uses only a small percentage of what might be considered a slow broadband service. However high downloads (e.g. streaming video) may possibly result in a loss of voice quality in extreme circumstances. If you have poor upload speeds your Wi-Fi Call may disconnect.

 

Can I choose Wi-Fi Calling as my preferred calling option?
No, your mobile will automatically choose the best available connection type (4G, 3G, Wi-Fi) and automatically route calls through that connection. However, on Samsung devices capable of WiFi calling, you can enable Airplane Mode on your device and turn on Wi-Fi. A Wi-Fi call will then be able to be made. (Please note that this override approach is not available on other devices including iPhones)

 

I think Telstra Wi-Fi Calling is causing problems with my call experience
We thoroughly test our range of devices to ensure the best performance on our Mobile Network. Wi-Fi calling is only enabled on devices that have passed our testing. We will be proactively monitoring the call performance of our Wi-Fi compatible devices to ensure they are working correctly. You can disable Wi-Fi Calling in your mobile settings (see details below).

 

What about International Roaming?
There are currently no Wi-Fi Calling roaming agreements. Your device will automatically fall back to 3G circuit-switched to make calls when overseas and standard international roaming rates apply. If you try to connect to a hotspot while overseas you’ll receive the error message ‘Fail to connect to VoWiFi’.

 

Will Telstra Wi-Fi Calling only work on compatible devices purchased from Telstra, or will Telstra Wi-Fi Calling also work on BYO devices purchased outright from third party retailers and then moved to the Telstra network?
iPhones: Compatible iPhones purchased from third party retailers will support Telstra Wi-Fi calling if the customers moves their service to the Telstra network as a BYO device. These customers will need to update their settings when connecting to the Telstra network in the normal way.


Samsung: In general compatible Samsung devices purchased from third parties moved to the Telstra network as a BYO device will not support the Telstra Wi-Fi Calling feature.


At this point the only exception to this is Galaxy S8 and S8+ open firmware devices purchased directly from Samsung

 

 

 

Setting up Telstra Wi-Fi Calling on Android

 

For Android devices, you can turn on Telstra Wi-Fi Calling in your settings. Note that these instructions may vary slightly between devices.


1. Navigate to the phone dialler (phone icon)
2. Click ‘More’ in the top right hand corner and tap ‘Settings’
3. Scroll to the bottom of the screen, you will see ‘Wi-Fi Calling’
4. Tick or untick this setting to turn Wi-Fi Calling on or off (by default it is on)

 

If Telstra Wi-Fi Calling is available and you’re in a Wi-Fi coverage area, you’ll see the icon for Telstra Wi-Fi Calling in the status bar, next to your Wi-Fi signal strength indicator and you’ll be able to make calls over Wi-Fi.


Setup

 

 

 

Calls

 

 

 

 

Setting up Telstra Wi-Fi Calling on iOS

 

Never turn on just VoWiFi without VoLTE enabled, as you will experience call drops


Update Software and Carrier settings
Make sure you have the latest version of iOS
• Plug your device into power
• Tap Settings > General > Software Update
• Tap Download and Install
• To update now, Tap Install


https://support.apple.com/en-au/HT204204

 

Update to the latest Telstra Carrier profile
• Tap Settings > General > About
• If an update is available, you’ll see an option to update your carrier settings
Please check your carrier settings twice to make sure it has all caught up


https://support.apple.com/en-us/HT201270 

 

Turn on VoLTE
• Tap Settings > Mobile > Mobile Data Options > Enable 4G
• If Voice & Data is off, tap it to turn on VoLTE
It will normally be activated within about 4 hours


https://support.apple.com/en-au/HT203078 

 

Turn on VoWiFi (Telstra Wi-Fi Calling)
• Tap Settings > Phone > Wi-Fi Calling > Slide ‘Wi-Fi Calling’
• Tap ‘Enable’


https://support.apple.com/en-us/HT203032

 

You can check that VoLTE is activated on your account when on 4G/LTE

 

Check
• Settings > General > About and tap on ‘Service Provider’ (or Carrier). If it changes to ‘IMS Status’, VoLTE is activated
• (If on 3G access won’t show ‘IMS Status’ even if your account is VoLTE active)


If the above procedure does not work, please reboot the phone and run through the above procedure again.

 

 

When I look at my bill, I see locations that don’t match where I called from

When you make a call, the phone will first try and connect to the mobile network. If that doesn’t work, it’ll then attempt a call over Wi-Fi. This means the normal way of locating a device (the mobile towers) can’t be used. There are ways of storing this information on the device for short periods. However, not all devices support this. Telstra will use the best information available to assist with locating your device, but in some cases it’s possible identified with a default regional location, such as VIC/TAS, NSW/ACT, QLD, SA/NT or WA.

 

Do location based services still work?

Yes, in the vast majority of cases calls made using Telstra Wi-Fi Calling will use your location. In some rare instances the network may lose track of the location and in which case the following may occur:

If you are connected to a Telstra Fixed Broadband service for the Wi-Fi connection then will be provided a regional location of NSW/ACT, VIC/TAS, QLD, SA/NT or this is the location that will be recorded against the call and will appear on your bill if you have a detailed bill.

If youre using another ISPs broadband, then youll be provided a default location of NSW/ACT. In this situation if you attempt to dial a local number and arent in NSW/ACT, then you must use the area code (i.e. 03 9000 000), otherwise the call may be misdirected. The location ‘Unavailable’ will appear as the location on the bill if you have a detailed bill.

Will emergency calls still work?

Yes.

 

When I make a call it tells me the number is incorrect, or that I’ve connected to the wrong number

(Also see ‘When I look at my detailed bill I see locations that don’t match’)

 

Telstra will use the best information available to assist with locating your device. However, in some cases it’s possible that you will be with a default regional location, such as VIC/TAS, NSW/ACT, QLD, SA/NT or WA. Each default region uses its own local calling codes (i.e. 03, 02, etc.), so if the contacts in your phone do not include an area code, the default region code will be added. If a call in VIC (03) is made whilst a default location of NSW (02) is recognised by the device, it’s possible for a wrong number, or invalid number to be dialled. This also affects 13, 1300 and 1800 numbers.

 

If this happens, one way of resolving the situation is to move back into a coverage area and turn the airline mode on and off, which should reset the location. For some devices with Qualcomm chipsets, it may be necessary to do this every 70 minutes whilst in Wi-Fi coverage. Alternatively, adding the correct area code to numbers in your phone book will also solve the problem.

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130 Comments
Level 25: The Singularity
Level 25: The Singularity

@Alistmck being on a non-NBN service isn't going to help your situation either. If your landline connection speeds aren't high enough, then the VoWifi isn't going to work.

Level 1: Cadet

Time frame for when Sony XZ2 will be supported? just got the phone on a 24mth plan and didn't realize it wasn't supported 

Support Team
Support Team

Hi @Svenkil

 

Thanks for the question. No information at this stage however keep your phone up to date and the update will appear if it is added in the future.

 

Thanks for your time and please reach out if you have any other questions or concerns.

 

- Jimmy

Just Registered

Hi.

I have Nokia 5 (about one year old) on Telstra Pre-paid.

Early this year it magically decided that wifi calling was something it would do - and it did it well.

Oh what joy!  I could finally make calls from my couch and not leaning off my deck chasing the ghost of reception.  It was almost enough to move to post-paid.  That is until a few months later the wifi calling option disappeared again - just as magically but with far less joy.

Is there a reason my Nokia 5 has decided this is no longer an option?  There isn't even the setting option to turn on wifi calling anymore. (VoLTE is definitely active and cannot be unselected).

Not offering a feature is one thing - giving it and then taking it away is infuriating, especially with our reception issues.

Any suggestions welcome.

 

Support Team
Support Team

Hi @Baanaanaa Welcome to CrowdSupport! 

 

It's certainly odd that you were able to use the feature and then not again, I can appreciate how this would be quite frustrating. At present my information tells me that we're in the process of rolling out Wi-Fi calling to Pre-paid but I'm not certain why this would have been removed again. I'd recommend speaking with Mobile Assurance on 13 22 00 24x7 and we can either troubleshoot or hopefully provide details as to why or how this happened. 

Just Registered

What a rip off!  "if you make a Telstra Wi-Fi call, you will be charged at your standard call rate"  so whats the point!  The whole reason for using wifi calling to call overseas is to use a wifi connection (home or elsewhere) and avoid being charged international dialling rates. 

Level 24: Supreme Being
Level 24: Supreme Being

It is mostly for receiving benefits for people who are in an area with a fixed connection but low coverage for mobile. They get access to their phone connection by using the fixed network.

Level 1: Cadet

Telstra's implementation of WiFi calling is totally out of step with the rest of the world. 
In this day and age SMS is probably the most commonly used security authentification mechanism, plus being the primary means used by Energy authorities and other Emergency organizations, such as Fire Services, to advise of local issues/emergencies - particularly in rural/remote areas. 
The inability of Telstra to handle SMS over WiFi or, to indicate when it will be available/possible, is a MAJOR issue to those of us that have to put up with little/poor or no mobile service.  Other suppliers can do it, Apple enables it iPhone to iPhone over Telstra but Telstra itself, the so-called leading Australian comms provider, cannot/will not - why ?
Use of mobile phones over WiFi Calling has been a terrific advance for those of us in the 'challenged' areas that require access to NBN capabilities over the Sky Muster satellite service.  However, try to stop someone from trying to send you an SMS when you have called them using your mobile phone or, they have your mobile number on file.  They just don't believe you have no SMS capability.

Telstra, you managed to block other suppliers getting access to your mobile towers in rural/remote areas, that might have led to better overall mobile services - listen to your clients in these areas and understand that no longer is this a trivial 'marketing' matter, with increasing numbers of emergency incidents and cyber authentification needs it is a serious practical issue for those of us with no mobile service. 

When can we expect the situation to change ? ...... I will certainly be switching supplier if there is no change in the coming months, purely to get a general SMS capability.  

Telstra (Retired)
Telstra (Retired)

Thanks for the post and feedback @topc

 

I will pass the information you have provided to our mobile network team for review. Don't hesitate to contact us again. 

Level 1: Cadet

Thanks Dani39 ....... I know it's not your fault .... but that is more of the same old, same old, unfortunately .... it goes to some 'team' or other that is more marketing / sales oriented than involved or even interested in the practicalities of use of the service.  Nothing ever seems to come out of these 'referrals'.

 

I guess it is the modern day equivalent of the 'filed in the round filing bin' that was used in days gone by.