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.

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.

Your registered location information is required to comply with federal 9-1-1 regulation in the U.S. and should be a valid street address where you are using Wi-Fi Calling. Sprint relies on this to route any 9-1-1 call made with Wi-Fi Calling to the appropriate emergency responders in the domestic U.S. and to provide them with your location.

Wi-Fi Calling requires a valid registered location 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 Invalid Location error message.

• Validate the information is correctly entered and that items such as city, state, and ZIP are correct for the location.
• Check to see that your address uses a two-digit state code and is not using any accent characters. After manually removing any accent characters or adjusting the state code, re-save the address.
• In some instances, the address may still fail due to the location information not being recognized by the address validation software.

You should verify and update the registered location information regularly so accurate details can be relayed to emergency responders if you call 9-1-1 with Wi-Fi Calling. Be sure to update your registered address each time when accessing a Wi-Fi network with the same name (SSID) that may exist in multiple locations.

You can make your updates on your device or 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 for Update Registered Location or 9-1-1 registered location.

For Android devices launched prior to 2016, update the registered location information by clicking on the Wi-Fi network name in the list of enabled networks.

To update online:

• Log in to your account at sprint.com.
• Select My Account near the top right navigation, then select Preferences.
• Select the My account tab.
• Find the device to update.
• Locate the plan name and click the + symbol to expand details.
• Go to the Manage section and select Update registered location information.
• Make your updates and save them.

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.

To stop using Wi-Fi Calling, simply turn the service to Off.

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.

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"

iOS: The Notification Bar will display "Sprint Wi-Fi" when Wi-Fi Calling is ready to be used.

Legacy Android Phones (launched prior to 2016): No, Wi-Fi Calling is not available in Airplane Mode.

Current Android Phones (launched in 2016 or later): Yes, Wi-Fi Calling is available in Airplane Mode.

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

Yes. A 9-1-1 call may first attempt to route over a wireless carrier network. If a 9-1-1 call doesn't route over a wireless carrier network within approximately 20 seconds, a 9-1-1 call may then attempt to route over Wi-Fi Calling. Always be prepared to provide your precise location information to emergency service personnel and to contact emergency services by alternate means.

Other Non-Cellular Devices: Sprint's Wi-Fi Calling service can also be used with certain other non-cellular or Companion devices. Not all devices connect to a cellular network and therefore cannot attempt a 9-1-1 call over a cellular network. On such devices, a 9-1-1 call may attempt to route over Wi-Fi Calling.

International locations: While emergency calling is not supported over Wi-Fi Calling outside of the domestic United States. However, your wireless device may be able to connect to local emergency responders abroad over a local wireless carrier network using GSM or CDMA by dialing the appropriate abbreviated dialing code in that area, such as 1-1-2. 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

Print 9-1-1 warning labels for your Wi-Fi Calling-enabled devices

Select 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.

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 April & May 2020, Sprint updated the logic on many 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: In the Wi-Fi Calling Settings, verify the slider by the Wi-Fi Network name is set to ON. This list is in the Wi-Fi Calling Networks menu.
• 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

For Android phones launched in 2016 or after and all iOS devices there are no restrictions.

For Legacy Android phones launched prior to 2016, outbound calls over Wi-Fi Calling may not be available outside Nationwide Sprint Network coverage areas, but inbound calls and other messaging services may still be available.

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, customers wishing to use TTY may simply turn-off Wi-Fi Calling and rely upon Sprint's wireless CDMA voice network which does fully support TTY (or any other wireline or wireless phone connected to the Public Switched Telephone Network or PSTN). If a CDMA signal is unavailable, Sprint encourages customers to consider alternative means of communicating including utilizing the array of both PSTN and IP-based Telecommunications Relay Services (TRS) such as traditional TRS, IP Relay, IP CapTel, or Video Relay Services (VRS). Each of these Relay services supports 9-1-1 emergency calling. Finally, customers may also send a text message to 9-1-1 directly (where text-to-9-1-1 is available).

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: Australia, China, Cuba, North Korea, India, Iran, Singapore, Sudan 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.

Please ensure the latest software is installed on the phone to support using Wi-Fi Calling from an international location. The following Android phones do not support Wi-Fi Calling from an international location: HTC One Max, Sharp Aquos, HTC Desire 510 and Kyocera Hydro Vibe.

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.