Wi-Fi calling
and troubleshooting
If you're having trouble using your Wi-Fi we can help.
Start Here
Let's check your Wi-Fi network
Make sure other devices can connect and use the Wi-Fi network.
Change the network security type to one that the device supports.
Confirm that the Wi-Fi password is correct. If you're unsure, check with the network owner.
Check that the router has the most recent software and is connected to the Internet.
Some public networks have a login page that you need to pass before using the Wi-Fi. Check for alerts and open your browser to see if it redirects you.
Run a speed test on the Wi-Fi network at http://www.speedtest.net If your speeds are lower than 0.25 Mbps, the problem is with the Internet connection.
REG09: Missing 911 address error
You must set up an e911 address to use Wi-Fi calling.
Device troubleshooting
Use these steps for issues calling or browsing when connected to Wi-Fi.
Step 1
Check the following:
You have restarted your device recently.
You are within 15 feet of the router.
You don't have a firewall turned on.
You're not near something that can cause Wi-Fi interference, such as 2.4Ghz baby monitors or cordless phones, and some Bluetooth-enabled devices.
Step 2
Turn off any battery-saving or power-saving features on the device.
Step 3
Uninstall downloaded apps that might manage or explore Wi-Fi networks.
Step 4
Update the device software to the latest version.
Step 5
If you have access to the network equipment:
Turn off your router and modem.
Wait 30 seconds and turn on just the modem.
Once the modem shows that it has established an Internet connection, turn on the router and make sure it connects to the modem.
Step 6
Delete/forget the Wi-Fi profile from your device.
Step 7
Turn your device off for 30 seconds and then turn it back on.
Step 8
Re-connect to add the Wi-Fi network.
Step 9
Apple devices:
Reset network settings in Settings > General > Reset > Reset Network Settings.
Click on "Reset Wireless Carrier Settings" are up to date.
Report a location without service
Report your device, if that doesn't help, follow the troubleshooting steps above to check one of any other potential problems. If you're still experiencing issues, contact us from a device that has service if you have one.