PROBLEMS COVERED

1. Wi-Fi calling

PROBLEM 1: Wi-Fi calling

SOLUTION 1

You can use Wi-Fi calling on your phone when:

• You are on a plan that includes unlimited Canada-wide calling and texting
  
  
• You are sending or receiving calls and texts in Canada
  
  
• You have access to a Wi-Fi connection

You must have:

• Samsung A8, J3 (2018), S8, S8+, S9, S9+, S10e, S10, S10+ and all newer Galaxy phone models

You do not need to download additional apps or updates to use Wi-Fi calling. Just like calling with a regular cell network, you can call or text directly from your contact list.

You can use Wi-Fi calling if:

You are on a plan that includes unlimited Canada-wide calling and texting

• You have a LTE or NFC LTE Nano sim card
  
  
• You have access to a Wi-Fi Network in Canada
  
  
• Data is enabled on your account

How to activate Wi-Fi Calling

1. To activate Wi-Fi calling, go to Settings and then search for and select Wi-Fi Calling.
   
   
2. If you are using Wi-Fi calling for the first time, read and accept the terms and conditions and provide a 911 emergency address.
   
   
3. When activated, you will see a Wi-Fi Calling symbol appear beside the mobile network name on the status bar of your phone.

How much does it cost:

It should be free, but you should check with your mobile service provider for more details.

Wi-Fi Calling quality and limits:

Your phone will always default to the network for calls.

The quality of a voice call can vary depending on the strength of the Wi-Fi signal and available internet connection. If you leave an area with Wi-Fi while on a call, it will immediately disconnect.

Wi-Fi Calling will default to network calling when possible:

If you move out of the Wi-Fi coverage area during a Wi-Fi call, your call will be disconnected. If your call is disconnected, you will need to re-dial when you have network coverage or reconnect to another Wi-Fi network.

International Wi-Fi calls and roaming:

To make international Wi-Fi calls, you will need International Calling enabled on your account. Check with your mobile service provider for more details.

Emergency Address Required for 911 Wi-Fi Calls

• When you activate Wi-Fi calling, you will be asked to provide an address.
  
  
• 911 calls made over Wi-Fi will not show emergency services your current location, so it is important that you update your address.
  
  
• Emergency services are not able to track your location when you are using Wi-Fi calling.
  
  
• So, if you are not able to communicate your location during an emergency, 911 will send help to the address you provided.

Below is more in-depth detail about how to activate Wi-Fi Calling:

1. Navigate to and open the Phone app.
   
   
2. Tap More options (the three vertical dots).
   
   
3. Tap Settings or Call Settings. This will vary depending on your OS version.
   
   
4. Tap Wi-Fi Calling.
   
   
5. If you are already registered for Wi-Fi Calling, tap the switch to turn it on.

PROBLEM 2

WiFi calling option is not showing in the phone's call settings menu

SOLUTION 2

• Kindly request the customer to swap their SIM card if they have a compatible phone and if WiFi calling option is not showing on the phone.
• Remember that phones older than "Samsung A8, J3 (2018), S8, S8+, S9, S9+, S10e, S10, S10+" are not compatible, hence swapping the SIM will not fix the issue if WiFi calling does not show on these phones.