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How to use AT&T wifi calling on an unlocked phone?

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How to use AT&T wifi calling on an unlocked phone?

So I currently have an AT&T plan with an AT&T LG G4. I just bought an unlocked Galaxy S8 from Samsungs Website, planning on using that to update my current AT&T line. After I bought it, I was reading up on unlocked phones because i didn't know much other than you can switch carriers if you want to (But i'm not planning on doing that, I just bought it because it was $30 cheaper than the ATT-version, plus it came in a color that wasn't available from the ATT-version. I came across many fourms saying that services such as Wi-fi calling wouldn't work with an unlocked phone on AT&T, and that stressed me out because I use that service a lot for texts in my work building b/c of spotty cell reception. 

 

I'm confused though because I called up AT&T and asked if i'd be able to use Wi-fi calling on this unlocked phone, and they said I can. They just said that i'll have to 'update the device information with the new one and set up the features on the device'. They also said the only situation that might affect the service is if the device is 'blacklisted', but it wasn't, so they said I'd be able to use 'all my services if the device information is correctly updated in our system'. I asked again for clarity if I can bring this unlocked phone to an ATT store and they can update my line and still be able to use Wi-fi calling, and they said that's correct, you just may need a new SIM card.

 

I'm confused because nowhere online in my research did I find anyone who was able to use unlocked phones with Wi-Fi calling, but those articles were at least a month old, so maybe they changed their policy? I made it as clear as possible what I was asking. 

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Message 1 of 70
Employee
Solution
Accepted by ACE - Sage (ACE - Sage)
Accepted by lizdance40
‎04-22-2018 4:04 PM

Re: AT&T Wi-Fi calling service on an unlocked phone?

Must be a branded device to use Voice Over LTE and features associated with it. Not sure who told you this but that's incorrect. Unlocked, non-branded phones can't use VOLTE (except for a handful of exceptions like non AT&T iPhones, HTC10 and I think Nexus 6P/5X).

*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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Message 2 of 70
Contributor

Re: AT&T Wi-Fi calling service on an unlocked phone?

Yeah I just got off of a chat with them, saved the chat logs too. This is very frustrating that they give me straight up wrong information. Are you sure there's nothing they can do to 'activate' it? Is it possible they're going to allow it in the future? I don't see any reason why they won't do that.

 

 

Message 3 of 70
ACE - Expert

Re: AT&T Wi-Fi calling service on an unlocked phone?

Whether or not the phone is unlocked is irrelevant. Even unlocked, as long as it is the ATT branded version then wifi calling is supported. Perhaps the chat agent thought you had the ATT version
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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 70
ACE - Expert

Re: AT&T Wi-Fi calling service on an unlocked phone?


@David606 wrote:

Must be a branded device to use Voice Over LTE and features associated with it. Not sure who told you this but that's incorrect. Unlocked, non-branded phones can't use VOLTE (except for a handful of exceptions like non AT&T iPhones, HTC10 and I think Nexus 6P/5X).


@David606

 

Nope nexus 6p/5x do not get Volte.  The honor 8 ZTE axom does get volte and so does the nokia 6

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 70
ACE - Expert

Re: AT&T Wi-Fi calling service on an unlocked phone?


@sandblaster wrote:
Whether or not the phone is unlocked is irrelevant. Even unlocked, as long as it is the ATT branded version then wifi calling is supported. Perhaps the chat agent thought you had the ATT version

@sandblaster

 

that is the case I would say....

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 6 of 70
ACE - Sage

Re: AT&T Wi-Fi calling service on an unlocked phone?

@David606   The nexus 6p does not get VoLTE.   

 

@shmal96   HD voice/VoLTE/advanced calling is required for wifi calling to work.  Only iPhone 6 and newer iPhones, and certain ATT branded android phones are capable.  

The term unlocked obviously confused them person you spoke with.  They thought you meant 'carrier unlocked from ATT'.   When unlocked = non branded universal phones, they are not able to take advantage of branded phone features.  HD voice, wifi calling, number sync and Call protect are a few.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 7 of 70
ACE - Expert

Re: AT&T Wi-Fi calling service on an unlocked phone?


@lizdance40 wrote:

@David606   The nexus 6p does not get VoLTE.   

 

@shmal96   HD voice/VoLTE/advanced calling is required for wifi calling to work.  Only iPhone 6 and newer iPhones, and certain ATT branded android phones are capable.  

The term unlocked obviously confused them person you spoke with.  They thought you meant 'carrier unlocked from ATT'.   When unlocked = non branded universal phones, they are not able to take advantage of branded phone features.  HD voice, wifi calling, number sync and Call protect are a few.  

 


@lizdance40

 

To correct you a little bit.  ENHANCED LTE SERVICES are required for HDvoice video calling wifi calling and advance messaging to work.  ATT has removed Volte from that since they allow it on a hand full of androdi devices now.  see list below.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 70
Contributor

Re: AT&T Wi-Fi calling service on an unlocked phone?

@lizdance40 That's probably it then, I didn't know there would be a difference when I used the term 'unlocked'. Yeah mine is purchased from Samsung.com unlocked. 

 

I guess i'll have to exchange this one then, too bad because I really like the color, but I don't want to suffer with lagging texts in the building I spend most of my time in for the next year. Thanks for the clarification. 

Message 9 of 70
Employee

Re: AT&T Wi-Fi calling service on an unlocked phone?

Yeah it's why I said "I think" haha.

 

VOLTE for non-branded devices may or may not be coming. I haven't heard anything about it myself.

*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.
Message 10 of 70
Contributor

Re: AT&T Wi-Fi calling service on an unlocked phone?

VoLTE is not wifi calling dumby

Message 11 of 70
ACE - Sage

Re: AT&T Wi-Fi calling service on an unlocked phone?


@jonmcphs wrote:

VoLTE is not wifi calling dumby


VoLTE is a prerequisite for other features including wifi calling, number sync and call Protect.  

 

(The following is included after all posts to save typing) I don’t work for AT&T. My replies are based on experience and reading content available on the website. Our answers are honest, but not always appreciated. If you posted personal information, please edit and remove.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 12 of 70
Mentor

Re: AT&T Wi-Fi calling service on an unlocked phone?

I am currently using on ATT's prepaid multiline plan. I am considering purchasing a previously used iPhone SE and putting it on the plan. I need to know the following:
1. Is the SE model capable of VoLTE, wifi calling, number sync, and call protect?
2. Is there a difference in software or hardware between a carrier locked and a prepaid iPhone SE?
3. If the iPhone SE is a prepaid phone that is not yet unlocked, will I be able to later unlock it if I am using it on my prepaid plan?
4. Will I have any problems upgrading iOS versions if I get a used phone that hasn't been upgraded?
5. How can I be certain that the used iPhone is an ATT branded phone? 

Message 13 of 70
ACE - Expert

Re: AT&T Wi-Fi calling service on an unlocked phone?


@Yet7gn wrote:

I am currently using on ATT's prepaid multiline plan. I am considering purchasing a previously used iPhone SE and putting it on the plan. I need to know the following:
1. Is the SE model capable of VoLTE, wifi calling, number sync, and call protect?
2. Is there a difference in software or hardware between a carrier locked and a prepaid iPhone SE?
3. If the iPhone SE is a prepaid phone that is not yet unlocked, will I be able to later unlock it if I am using it on my prepaid plan?
4. Will I have any problems upgrading iOS versions if I get a used phone that hasn't been upgraded?
5. How can I be certain that the used iPhone is an ATT branded phone? 


I'll stop you right there..  PREPAID does not get wifi calling VoLTE or any other advance feature.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 14 of 70
Mentor

Re: AT&T Wi-Fi calling service on an unlocked phone?

Thank you for your answer. When I went to ask another question a few minutes ago, that topic came up and I saw that you are correct. Bummer. I was hoping it could help my daughter at college who often has bad reception. Does anyone know why? Is it just a marketing ploy to get you to a contract plan or is there something different in how a prepaid plan that actually makes that feature difficult?

So, I assume it makes not one difference which kind of unlocked iPhone I get then? Is an unlocked prepaid iPhone any different than an unlocked contract phone or a factory unlocked?

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