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Friday, January 6th, 2023 4:18 PM

Wi-Fi is not Wi-Fi Calling – Help & Solutions from the AT&T Community

Learn why Wi-Fi Calling may not be working and how to fix

You would think setting up Wi-Fi means you automatically have Wi-Fi Calling. It does not. Wi-Fi and Wi-Fi Calling are two separate features. Wi-Fi Calling must be set up and activated before it can be used. Below you'll see an image of Wi-Fi and Wi-Fi Calling both off and on. 

Quick Troubleshooting if it is already setup

Restart your phone and modem. This can get services back up and working if there was an issue with the connection. You can also toggle airplane mode before restarting the devices. 

Setting Up Wi-Fi Calling

First, set up your internet connection on your device

This should be pretty cut and dry. Connect to the Wi-Fi connection in your home using the username and password for your internet connection. 

Second, setup the Wi-Fi Calling Feature

  1. Toggle Wi-Fi Calling to On
  2. Follow the prompts and enter your address. 

We have a tutorial that will help guide you through the setup. Select change device and choose the device you have. 

Heads Up: The address you set up needs to be the location you are physically at for emergency services. When you use Wi-Fi Calling in a different location, you may need to set it up again.  

Wi-Fi Signal & Calling

Wi-Fi Calling uses Wi-Fi. This means the same thing that affects the signal, like distance from the modem, may affect service. For example, if you notice call issues and your Wi-Fi signal is weak on your phone, move closer to the modem. 

You may be able to improve Wi-Fi Coverage by optimizing the settings, like using another Wi-Fi Channel or improving the modem environment. Our Wi-Fi Solutions thread has more information on what you can do. 

Heads Up: if you are on a plan under 100Mbps and use multiple devices, this may affect Wi-Fi Calling. For example, if you have 5 devices streaming on a 20Mbps plan, Wi-Fi Calling calls may drop. This is because you are using up resources required for a stable connection. This is rare but if you are a heavy internet user, test calling with devices removed. If calls remain connected, this points to a resource issue.  

Not all devices have Wi-Fi Calling

Please check our Wi-Fi Compatibility list to see if your device supports Wi-Fi Calling. You can also check out the device tutorial

App Troubleshooting

Wi-Fi Calling works typically without issue but if you see instances where the app is failing, try the following:

  • Restart the phone
  • Remove any apps that were recently installed
  • Ensure you are using the defaulted OS. Jailbreaking the device may cause issues and affect Wi-Fi Calling feature

ChrisZ, AT&T Community Specialist 

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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Community Support


2.7K Messages

2 months ago

Learn how to setup Wi-Fi Calling and Troubleshooting. 

ChrisZ, AT&T Community Specialist 

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