What is Wi-Fi calling and SMS?

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    Wi-Fi Calling

    Wi-Fi Calling allows you to make and receive phone calls over a home Wi-Fi connection. Your compatible Telstra mobile will use a Wi-Fi network to connect with other compatible devices within Australia, giving you another way to make and receive calls when our 3G layer closes during 2024.  

    Wi-Fi Calling is useful when:

    • You’re travelling overseas
    • You want to extend your coverage while indoors
    • You need to stay connected if there’s a mobile network outage.
       

    There’s no additional charge to use Wi-Fi Calling on a Telstra mobile, and the Wi-Fi data is unmetered if you’re using a Telstra fixed broadband connection.

    To use Wi-Fi Calling, you’ll need a 4G mobile phone which is Wi-Fi Calling capable.
     

    Using Wi-Fi Calling

    An icon will appear at the top of your phone, it looks like a phone with a Wi-Fi symbol next to it.

    When this icon is present your phone will use Wi-Fi Calling if you make or receive a call.

    Wi-Fi SMS

    Wi-Fi SMS lets you send and receive SMS on compatible devices when you’re connected to a supported Wi-Fi network. It’s ideal when you’ve got a Wi-Fi connection, but can’t connect to the mobile network to send or receive SMS messages.

    If you’re already using Wi-Fi Calling, you just need to make sure your device is also compatible with Wi-Fi SMS and has the latest software version installed. There’s no need to change any other settings on your device.

    Telstra Wi-Fi SMS means you can send and receive SMS messages while your smartphone is connected to Wi-Fi, but not able to connect to our mobile network. This may make it possible for you to send and receive SMS messages in places where it was previously not possible.

    Supported devices

    Wi-Fi Calling

    • Apple iPhone 6 onwards, Apple Watch 3 onwards
    • Samsung Galaxy S7 onwards, Note 5 onwards
    • Google Pixel 2 onwards
    • LG G6 onwards
       

    Wi-Fi SMS

    • Apple iPhone 7 onwards with iOS version iOS13.4.1 or higher 
    • Samsung Galaxy S8 onwards, Note 10 onwards, A5 onwards

    Enable Wi-Fi Calling and SMS

    Wi-Fi calling is turned on by default on all compatible devices and turning on Wi-Fi Calling will also turn on Wi-Fi SMS.

    For Apple devices

    1. Go to Settings
    2. Select Mobile
    3. Select Wi-Fi Calling
    4. Turn on Wi-Fi Calling.
       

    To enable Wi-Fi SMS, you’ll also need to disable and re-enable iMessage if it’s already turned on:

    1. Go to Settings
    2. Select Messages
    3. Turn iMessage off
    4. Restart the phone
    5. Turn iMessage back on.
       

    For Android devices

    1. Go to your phone’s calling app
    2. Select More or the three dots in the top right corner
    3. Select Settings
    4. Turn on Wi-Fi Calling

    Follow the steps below. Remember you may no longer be able to make calls or send and receive SMS when there’s no Telstra mobile coverage available.

    For Apple devices:

    1. Go to Settings
    2. Select Mobile Settings
    3. Select Wi-Fi Calling
    4. Turn off Wi-Fi Calling.
       

    For Android devices

    1. Go to your Phone app
    2. Select More or the three dots in the top right corner
    3. Select Settings
    4. Un-tick Wi-Fi Calling.

    Wi-Fi Calling and SMS frequently asked questions

    There’s no additional charge to use Wi-Fi Calling on a Telstra mobile, and the Wi-Fi data is unmetered if you’re using a Telstra fixed broadband connection.

    Wi-Fi Calling allows you to make and receive calls to devices in Australia at no additional charge.  Calls to all other countries will need to be made over the mobile network, and standard charges will apply.

    Yes, if you have a device compatible with Wi-Fi Calling.

    Wi-Fi Calling will work on Wi-Fi provided by other broadband providers. Data you use will be metered and charged for, according to the other broadband providers’ plan.

    Your location will be recorded as the ‘default regional location’. You may need to use the area code to call landlines, for example 03 9000 000, otherwise your call may be misdirected.

    Yes, your smartphone or tablet must still authenticate with the Telstra network. So, Wi-Fi voice calls are protected by the same secure industry standards as other mobile calls.

    If you’re on a Telstra home broadband Wi-Fi connection, then any data you use for Wi-Fi Calling is unmetered.  It will not count towards your data allowance.

    If you’re on a non-Telstra broadband Wi-Fi connection, any data you use on a Wi-Fi call is charged at the rate in your broadband provider’s plan.

    Yes, your MessageBank® and your EasyCall® features such as call waiting, call conference and #100# will still work as normal on Wi-Fi calling.

    No. Currently Wi-Fi Calling can only forward calls based on your existing settings. To change your call forwarding settings, connect to the Telstra mobile network.

    Calls made using Wi-Fi Calling will appear on your bill as a Wi-Fi Call.

    Yes, emergency calls will still work whether you’re on a Telstra broadband Wi-Fi connection or another provider’s connection.

    No. Calls made to emergency services while using Wi-Fi Calling outside of Australia are not supported. Use the mobile network when making emergency calls outside of Australia.

    Yes, when overseas and connected to Wi-Fi, Wi-Fi Calling allows you to make and receive calls back to Australia at no additional charge. Calls to other destinations are not enabled while you're overseas and will need to be made over the mobile network. Standard charges apply. 

    Check international roaming eligible destinations

    Yes, Wi-Fi Calling works with all mobile Wi-Fi and free Telstra Wi-Fi hot spots.

    We allow you to use any DNS on your Wi-Fi modem. However, this can sometimes:

    • Affect how well we can locate your phone
    • Affect the accuracy of 1800/1300 services
    • Place the wrong area code in front of a landline number if you’re in a region where area codes overlap such as VIC/TAS, NSW/ACT, QLD, SA/NT or WA
       

     We recommend using Telstra DNS for best results.

    If you’re on the Telstra 4G network, your call will seamlessly move between the Wi-Fi and 4G.

    If there’s no mobile connection available, then your call will drop out when you leave Wi-Fi coverage.

    Calls made on Wi-Fi Calling when roaming will drop out when you leave Wi-Fi coverage. Ensure you are back within Wi-Fi coverage if you would like to re-establish a Wi-Fi call back to Australia, otherwise standard charges will apply for calls made while roaming on an overseas mobile network. 

    No, VPNs are not supported.

    No, your phone will make and receive calls over the Telstra mobile network whenever it can. Wi-Fi Calling only kicks in when you can’t make calls because there’s no network coverage. Your smartphone will automatically choose the best connection for a call.

    Yes, if you’re using a Telstra Gateway or Smart Modem, then Wi-Fi Calling will work. It may still work if you’ve purchased your modem from another internet service provider.

    You’ll need to have: 

    • IPsec pass-through enabled
    • Certificate fragmentation support

    In most cases it won’t make a difference. Telstra Wi-Fi Calling uses approximately 100-120Kbps of your broadband Wi-Fi bandwidth.

    Your Wi-Fi call may be affected if:

    • You have poor upload speeds. Your Wi-Fi call may disconnect.
    • Lots of users are streaming video on the Wi-Fi network. You may get a loss of voice quality.

    Data used via your Telstra home broadband Wi-Fi connection is unmetered, meaning it’s not charged. However, data used via non-Telstra broadband will be charged (or taken off the data allowance) based on your current provider’s plan.

    There are no additional monthly fees associated with your Telstra mobile service for Wi-Fi SMS. Charges to do with the fixed broadband service may vary, depending on your service provider:

    Yes, if you have a device compatible with Wi-Fi SMS. It’s currently supported on Telstra Pre-Paid and Boost. However, it’s not currently available on Belong.

    Troubleshoot Wi-Fi Calling and SMS

    It means you can’t use Wi-Fi Calling with your current Wi-Fi hotspot. This may be because the hotspot:

    • Uses an unsupported internet service provider
    • Has a firewall that blocks Wi-Fi Calling

    If you can use Wi-Fi Calling on your network but not on someone else’s, it may be because:

    • Their internet service provider is not compatible
    • Certain firewall settings are blocking it
    • It’s a public Wi-Fi hotspot and it’s set up differently.

    When you’re using Wi-Fi Calling, you should see a Wi-Fi Calling symbol on the top of your screen.

    If you can’t see the symbol and you get the message ‘Fail to connect to VoWiFi’, then Wi-Fi Calling isn’t possible where you are.

    We run performance tests on all phones we sell. We only enable Wi-Fi Calling on devices that pass our tests. We also check ongoing performance of Wi-Fi compatible phones to ensure they’re working correctly.

    It could be because you’re in a location where more than one area code is present, such as the borders of VIC/NSW & TAS, NSW/ACT & QLD, SA/NT & WA, and your phone recognises the interstate area code.

    For example: You make a call in VIC (03), close to the NSW border.  If you don’t add the (03) area code, the default location of NSW (02) may be recognised by your phone instead and inform you that it’s a wrong number.

    To avoid this, add the area code to the number you are calling. Otherwise, try moving back into a mobile coverage area and turning the airline mode off and on to reset the location.

    If you try to make a call and your 4G drops back to 3G, you may not have VoLTE enabled. Try turning your phone off and on, if the issue is still occurring, message us to resolve for you.

    Your phone will decide if the mobile network or Wi-Fi Calling should be used for calls based on the signal strength and quality of each connection.

    • If the mobile network connection is strong, your phone will use it for calling
    • If the mobile network connection is weak and there is a strong Wi-Fi connection, it will switch to Wi-Fi Calling.
       

    You can help maintain good call quality by understanding which network your phone uses when at home or work.

    Good to know: If you experience poor quality while using Wi-Fi Calling and you’re on the fringe of your Wi-Fi coverage, take a few steps towards your Wi-Fi Modem to help restore the call quality.

    Newer Telstra Home Broadband Modems will prioritise Wi-Fi Calling traffic, allowing for better voice quality. When using Wi-Fi hosted by another provider:

    In most cases it won’t make a difference. Telstra Wi-Fi Calling uses approximately 100-120Kbps of your broadband Wi-Fi bandwidth.

    Your Wi-Fi call may be affected if:

    • You have poor upload speeds. Your Wi-Fi call may disconnect.
    • If lots of users are streaming video on the Wi-Fi network, you may get a loss of voice quality.

    Currently, only SMS is supported over Wi-Fi.

    Yes, the devices supported will be as per the detailed device list below, provided they’re running the latest supported device OS version.

    It depends on the type of device you have. Device manufacturers are choosing to enable Wi-Fi SMS for more recent models. If you have an older device, you may find that it supports Wi-Fi Calling but not Wi-Fi SMS. 

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