FAQs about Wi-Fi calling

Wi-Fi Calling is a service for Android and iOS smartphones providing the ability to make and receive phone calls over a Wi-Fi connection. It's simple to use with no separate application or log-in required. Wi-Fi calling is a free service when calling to a U.S., U.S. Virgin Islands, or Puerto Rico number. International rates still apply for international numbers.

Android Phones: Wi-Fi Calling is supported on most current Android phones. To check if your phone supports Wi-Fi Calling, go to Settings to look for the Wi-Fi Calling option.

iOS Phones: Wi-Fi Calling is available on iPhone 5c and newer.

iOS also supports the ability to do Wi-Fi Calling on other select Apple devices that support iCloud accounts. For more information see FAQs about Wi-Fi Calling on iCloud Devices.

Android phones: SMS (text) is supported in Wi-Fi Calling mode. MMS (pictures and group texts) is supported on select devices in Wi-Fi Calling mode. Depending on the device manufacturer and messaging client, cellular coverage is required for MMS. For example, devices with the Android Messages client requires cellular coverage for MMS.

iOS phones: SMS (text) is supported in Wi-Fi Calling mode. MMS (pictures and group texts) requires cellular coverage. Apple's iMessage to other iOS devices is supported over Wi-Fi.

Wi-Fi Calling provides the ability to call or message from almost anywhere a Wi-Fi connection is available. The service provides enhanced coverage in locations that have limited or no mobile network coverage. Wi-Fi Calling calls do not count against any minute limits on your Sprint plan. With Wi-Fi Calling, you can still use the internet and apps while on an active call.

If you have gone through the T-Mobile Network Experience (TNX), then your device will start to use the Wi-Fi Calling experience from T-Mobile instead of Sprint. See below for the differences with TNX. For more information about TNX, visit sprint.com/tnx. 

For Android devices:

• Wi-Fi Calling is automatically enabled with TNX.
• There is not an icon in the Status Bar indicating Wi-Fi Calling is enabled. 
• There is an option in the Wi-Fi Calling Settings to choose if you want to prefer calls to use Cellular or Wi-Fi.
• To update your E911 Registered Address, this must be done on sprint.com. For more information, see the FAQ of When and how do I update my E911 Registered Address?

For iOS devices:

• Wi-Fi Calling still requires you to opt-in for the service under Settings > Phone.
• You can update your E911 Registered Address on the device and on sprint.com.

To activate Wi-Fi Calling, find the option in Settings. Depending on the device, it will be in one of the following locations.

iOS devices: 

Settings > Phone > Wi-Fi Calling

Android devices:

Settings > Connections > Wi-Fi Calling

Settings > Connections > Voice Networks > Wi-Fi Calling

Settings > Network & internet > Wi-Fi Calling

Or just search Settings for Wi-Fi Calling. 

Toggle Wi-Fi Calling to On. You will be required to enter or confirm your address for emergency services.

When you first enable Wi-Fi Calling on Sprint, you must provide us with the primary street address at which the Wi-Fi Calling service will be used (“Your E911 Registered Address”). If you call 911 over Wi-Fi, we may transmit Your E911 Registered Address to the 911 Communications Center that answers the call and it may be used to help emergency responders locate you. However, because of the limitations associated with Wi-Fi calling, you should be ready to provide the 911 Communications Center with your contact information and current location.

Wi-Fi Calling requires a valid E911 Registered Address to be entered prior to the service being used. The location information is verified against an address verification database. In some instances you may receive an error indicating the address could not be validated.

• Validate the information is correctly entered and that items such as city, state, and ZIP are correct for the location.
• In some instances, the address may fail due to the location information not being recognized by the address validation software. Examples of this include new development or changes to street information that have not yet been provided to the address validation system.

You agree to update Your E911 Registered Address if you plan on using the Wi-Fi Calling service at a location different from Your E911 Registered Address. Be sure to update Your E911 Registered Address each time when accessing a Wi-Fi network with the same name (SSID) that may exist in multiple locations.

If you have gone through the T-Mobile Network Experience (TNX) process, the only option for updating the information is via sprint.com. See the steps below.

If you have an original Sprint SIM, you can update Your E911 Registered Address on your device in the Wi-Fi Calling Settings or by accessing your Sprint account online.

To update on your device:

• iOS devices: Go to Settings > Phone > Wi-Fi Calling > Update Emergency Address.
• Android devices: Go to Settings > Wi-Fi Calling. On some devices, Wi-Fi Calling is located in the Connections or Network & Internet setting. Find the option named Update Registered Location or 9-1-1 registered location. 

To update on sprint.com:

• Log in to your account at sprint.com.
• Find your device on the Account Dashboard and select “Manage Device”

• Click the “Options” button for the selected device

• Select the button labeled “Update Wi-Fi Calling E911 Address”

• Update the address as necessary and click “Save”

• Address can be updated anytime

Wi-Fi Calling 911 Address Update Process for Sprint Business lines on the T-Mobile network

The Primary Account holder or someone with Account Credentials needs to login to Sprint.com

Once authenticated, select the device that needs the Address updated and follow the steps below: 

• Look for and click the + sign by the Plan Name

• Click the option for Update Wi-Fi Calling E911 Address
  • Note: This option may not show on the page until 2 hours after the line has moved to the T-Mobile network

• Update the Address information as needed and click “Save”

You must provide your own private or public Wi-Fi connection. Minimum download speed of 1Mbps is required to support Wi-Fi Calling. For home networks, it is recommended to use a Wi-Fi Router that supports either the 802.11n, 802.11ac or newer standards. These routers provide better data throughput than older 802.11 b or g routers.

Android devices: Go to Settings, find Wi-Fi Calling and toggle the service Off.

iOS devices: Go to Settings > Phone > Wi-Fi Calling and toggle the service Off.

How to fully deactivate Wi-Fi Calling from your account:

Android devices: Go to Settings and find Wi-Fi Calling. Select Update Registered Location. Scroll to the bottom of the page and select Deactivate Wi-Fi Calling Service. Proceed through the prompts to deactivate.

iOS devices: Go to Settings > Phone > Wi-Fi Calling. Select Update Emergency Address. Scroll to the bottom of the page and select Deactivate Wi-Fi Calling Service. Proceed through the prompts to deactivate.

For customers that have gone through the T-Mobile Network Experience (TNX) process, there is not an option to fully deactivate Wi-Fi Calling.

Android: On most devices, the Wi-Fi Calling icon will display in the status bar when the service is ready to be used. For Google Pixel devices, the in-call screen will display "Wi-Fi call". For customers that have gone through the T-Mobile Network Experience (TNX) process, “T-Mobile Wi-Fi Calling” will display in the status bar.

iOS: The Notification Bar will display "Sprint Wi-Fi" when Wi-Fi Calling is ready to be used. For customers that have gone through the T-Mobile Network Experience (TNX) process, “T-Mobile Wi-Fi” will display in the status bar.

Yes, Wi-Fi Calling is available in Airplane Mode.

Yes. Wi-Fi Calling services use a broadband internet connection to make calls, including calls to 911. 911 calls using Wi-Fi Calling operate differently than 911 calls made over a cellular network or a landline phone. If possible, use a cellular connection or a landline phone to place any 911 calls. If a cellular connection is available when you a place a 911 call, your handset will make the 911 call using the handset’s native dialer over the cellular connection to improve call quality and location accuracy even if you have Wi-Fi Calling services enabled

However, because of the limitations associated with Wi-Fi Calling, including the fact that the broadband internet connection utilized may be supplied by a third-party unaffiliated with Sprint, you should be ready to provide the 911 Communications Center with your contact information and current location.

Other Non-Cellular Devices: Other non-cellular devices capable of Wi-Fi Calling may not support a 911 call over a wireless carrier network and may be limited to Wi-Fi Calling capabilities only, if available and connected. You can deactivate Wi-Fi Calling on all other associated devices at any time and thereby eliminate Wi-Fi Calling, including 911 calling, from those devices.

International locations: Emergency calling is not supported over Wi-Fi Calling outside of the United States. If you attempt such a call, Wi-Fi Calling will be disabled while your wireless device attempts to connect to a local wireless carrier network to route your emergency call.

View the Wi-Fi Calling 9-1-1 Service Limitations

Most devices support an active call transfer from Wi-Fi to Sprint’s LTE network, if you move outside your current Wi-Fi coverage.Be sure to have device software updated to the latest version to support this feature. 

Note: For Android devices that support VoLTE (Voice over LTE), the VoLTE toggle must be On for the handover to work. Depending on the device, VoLTE will be in one of the following locations:

Settings > Connections or Network & Internet > Voice Networks. 

Settings > Connections or Network & Internet > Mobile Networks.

Devices launched in 2019 and later support in-call handover. See the list below for older models that also support this feature.

Apple

• iPhone 6 / 6Plus and newer

Samsung

• Galaxy Series (Gs7 and newer)
• Note Series (Note 8 and newer)
• J Series: J3 Emerge, J3 Achieve, J7 Perx, J7 Refine
• A Series: A6, A50, A20, A10e (and newer)

LG

• G Series (G6 and newer)
• Stylo Series (Stylo 3 and newer)
• V Series (V20 and newer)
• Tribute Series (Dynasty, Empire, Royal)
• X charge
• K30

Motorola

• Z series (Z2 Force, Z3 Play)

HTC

• U11

Essential

• Essential Phone

Google

• Pixel Series (Pixel 3 / Pixel 3 XL and newer)

OnePlus

• OnePlus 7 Pro 5G

A couple of reasons may be:

• In 2020, Sprint updated the logic on most phones to prefer Cellular Networks over Wi-Fi. This may result in the appearance of Wi-Fi Calling no longer working. Your device is just able to see the cellular network has a good enough connection to support voice calls. If the coverage were to worsen, then Wi-Fi Calling will handle the call.
• Wi-Fi Calling checks for an adequate Wi-Fi signal strength before initiating the automatic connection to Wi-Fi Calling. Move to an area where the signal strength is stronger.
• If the Wi-Fi network has a captive portal, you may have to launch your browser and sign-on (providing username / password) to the network depending on the Wi-Fi provider's policy.
• Android phones: Verify the Location Services setting is On. For Android Oreo (8.x) and below devices: Set the value to High Accuracy. The GPS Only setting may not be able to determine your location while in a building. For Android Pie (9.x) and above devices: Enable the options under Improve Accuracy or Scanning.
• For Public Wi-Fi networks, the provider may have policies in place that prevent the Wi-Fi Calling service from connecting.

Wi-Fi calling requires a strong and reliable Wi-Fi connection for the best possible call quality. If you are experiencing poor or inconsistent call quality, ensure you have a strong Wi-Fi signal. If necessary, move to a location closer to the router with better signal.

The number of users and activity (e.g. streaming video) on a network can affect call quality. A network with many users, such as a public Wi-Fi hotspot, may cause call quality issues even if the network signal is strong.

When in Wi-Fi Calling mode and the "Sprint Wi-Fi" appears, the call will first be attempted over Wi-Fi. If the phone determines the current conditions of the Wi-Fi network do not adequately support the call then it will be placed over the cellular network. Additionally, if the call starts on Wi-Fi and transitions to LTE, the label will return to only show “Sprint.”

The following features currently incompatible Wi-Fi Calling. When opting in for the Wi-Fi Calling service, your phone will no longer be able to use the following features.

• HD Voice (HD voice available for Wi-Fi calls when other party is using Wi-Fi Calling or VoLTE)
• Select Abbreviated Dialing Codes (Short codes starting with * or #)
• Sprint Mobile integration (SMI) Business Service
• Wireless Mobile Integration (WMI) Business Service
• Sprint Direct Connect Now Application
• Wireless Emergency Alerts (applies only for Legacy Android phones launched prior to 2016)
• Wireless Priority Services (WPS)
• Government Emergency Telecommunications Service (GETS)
• TTY (Teletypewriter) Service

Technical challenges may impede or prevent reliable delivery of TTY (Teletypewriter) messages over Internet Protocol (IP)-based networks including Sprint's Wi-Fi Calling platform. Given these limitations, Sprint recommends that you use an internet-based Telecommunications Relay Service such as Video Relay Service, IP Relay Service, or IP Captioned Telephone Service. Sprint Real-Time Text (“RTT”) technology is also available on Sprint’s network and can be used on select devices to contact 911.

No, Wi-Fi calling does not count against a cellular minute plan when calling to a U.S., U.S. Virgin Islands or Puerto Rico number. International rates still apply for international numbers.

Wi-Fi Calling supports calling from 200+ countries / territories. Wi-Fi Calling is not supported in select countries including: North Korea, Iran, and Syria. Sprint subscribers are not authorized to use the service in countries where Wi-Fi Calling is prohibited by law. The use of Virtual Private Networks (VPN) to avoid international calling restrictions is a breach of terms and conditions and is not supported.

Wi-Fi Calling is a free service with no monthly fee. See the following table for a summary of call types:

Notes:

• To view international calling rates, visit sprint.com/international.
• You must disable Data Roaming when traveling internationally to avoid incurring data roaming charges.