Telstra Wi-Fi Calling - FAQ's

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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
Just Registered

As an owner of both an s7 edge and iPhone 7+, I'm also amazed that neither of my flagship devices are supported for this... just got a new rental unit in the Sydney CBD to find that somehow I'm in a Telstra blackspot where I can only make calls if I lean against the bedroom window. I'm hoping that wifi calling will help solve my issues!

Observer

Hi,

I have Samsung S6 running v6.0.1 but I do not have the wifi calling option in phone settings as shown above. Please help.

Support Team
Support Team

Hi Gedi,

 

Are you able to ensure your mobile has been updated to the latest version and check if the option is available? If it is still absent please have a chat with us online here or call us on 125111 so we can look into this further for you.

 

Let me know how you go.

 

-Chris

Just Registered

I can’t understand why Telstra take so long to enable S7 and other phones for Wifi Calling.

Technology already matured since more than a year used in USA.

Phone manufactures already provided updated firmware for Wifi Calling.

Seems only Telstra holding back

Level 2: Rookie

You're misinformed. The phone vendors (especially Apple) control the testing and release timeframes. Complain to them and not the carrier. 

Just Registered

Google Pixel XL should also support this feature but telstra has not requested it turned on. Verizon in US also has the wifi option enabled on google pixel phones yet Telstra hasn't yet authorized google to release it in Australia.

Level 1: Cadet
According to https://crowdsupport.telstra.com.au/t5/Device-Updates/bd-p/Device_Updates the S7 was supposed to get VoWiFi in the Nougat.

My phone updated this morning but I can't see the option to enable it in phone settings?
Telstra (Retired)
Telstra (Retired)

@jimmah_82

Thanks for reaching out.

VoWIFI is supported by the Nougat update, however we have not enabled this at the network level for this handset just yet.

I apologise for the delays. Supported Devices are updated here once we enable the feature.

 

- Matt

Level 4: Private Eye

I would like to know why the iPhone what has had support  for wifi calling for around three years and only thing telstra has to do is allow it on there network is not supported. Is samsung pay telstra to block other phones not by samsung?

 

When i was over in the USA for holiday i was able to use wifi calling on any telco there without chaging my software. 

Observer

Great to see this finally working on my S7 Edge today. I was kinda of hoping that the wifi calling would kick in on low coverage but it only seems to come up when there is no coverage at all(eg. when the phone is in airplane mode). I have a room in my house that coverage is 0-1 bar and sometimes that means I miss calls . I tried sitting in that room and still managed to miss a call cause the wifi calling didn't kick in.

 

@anf I was spewing that wifi calling was available on the S6 but not the S7 untill today. I am also concerned for how long it would take for it to work for the S8 when it comes out. Your post reminds me though, that things could be worse.... I could have an Iphone Smiley Happy