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:

  1. Tap Settings


  2. Tap Cellular.


  3. Ensure Wi-Fi Calling is "On" under your carrier settings. If Wi-Fi Calling is "Off" continue to step 4.


  4. If Wi-Fi Calling is Off, Tap Wi-Fi Calling:


  5. Tap the toggle for "Wi-Fi Calling on This Phone" to enable Wi-Fi calling. The toggle should turn from gray to green.


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. 

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:

  1. Turn your phone to airplane mode.
  2. Reenable your Wi-Fi connection.
  3. Place a call.


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: 

  1. Tap Settings


  2. Tap Cellular.


  3. Scroll down past the Cellular Data section for apps until you see "Wi-Fi Assist."
  4. 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: 

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