IMPORTANT! Issues with Wi-Fi calling are likely due to your cellular provider, not your Wi-Fi or Internet connection.
NocTel has encountered instances of Wi-Fi Calling issues caused by iPhone or cellular provider settings. If implementing the solution below does not resolve your issue, please contact your cellular provider's support for assistance.
Why am I experiencing "digitized sound, audio cuts, or dropped calls" when making a Wi-Fi call on my iPhone over my NocTel Fiber Internet connection?
Depending on your carrier, you may encounter issues where calls made while connected to Wi-Fi experience poor audio or call connection. This occurs when certain carriers default to cellular signal (no matter its strength) even when iPhone Wi-Fi calling is enabled. Because the carrier setting cannot be changed, calls are not actually sent over a Wi-Fi connection when ANY cellular signal is present.
What can I do to improve my call quality?
Ensure Wi-Fi Calling is Enabled
If you have a carrier that supports Wi-Fi calling and has adequate handover between cellular and Wi-Fi connections.
Enabling Wi-Fi Calling or Ensuring Wi-Fi Calling is Enabled:
- Tap Settings
- Tap Cellular.
- Ensure Wi-Fi Calling is "On" under your carrier settings. If Wi-Fi Calling is "Off" continue to step 4.
- If Wi-Fi Calling is Off, Tap Wi-Fi Calling:
- Tap the toggle for "Wi-Fi Calling on This Phone" to enable Wi-Fi calling. The toggle should turn from gray to green.
What if i Don't see Wi-Fi Calling as an Option?
If the Wi-Fi calling option is not visible, your carrier may have it disabled. You may want to reach out to your carrier's support team to confirm if Wi-Fi Calling is not allowed on your service plan or device.
Note: Carrier's Supported Features
Please note that some carriers do not support any Wi-Fi calling: you can check Apple's list here to see if your carrier supports wifi calling: https://support.apple.com/en-us/109526
Disabling Cellular Service
If your Wi-Fi calling is enabled and you are still encountering issues, your carrier may be blocking Wi-Fi calls or prioritizing a weak or poor cellular signal. You can try bypassing a weak cellular signal by turning your cellular service OFF.
To Disable cellular service:
- Turn your phone to airplane mode.
- Reenable your Wi-Fi connection.
- Place a call.
Note: Enable Cellular Service once outside your Wi-Fi range
Please note that if you turn off cellular service and disconnect from OR leave your Wi-Fi network's range, your device may not receive or make calls until Cellular service is turned back on.
Additional Troubleshooting
Some users have found that disabling a carrier setting called Wi-Fi Assist has help with Wi-Fi call quality.
Disabling Wi-Fi Assist:
- Tap Settings
- Tap Cellular.
- Scroll down past the Cellular Data section for apps until you see "Wi-Fi Assist."
- Tap the toggle for "Wi-Fi Assist" to disable it. The toggle will appear gray when off.
Carriers that NocTel has encountered that default to using a weak cellular signal over Wi-Fi:
- T Mobile
- US Mobile
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