{"solutions":[{"name":"There may be number of causes preventing you from using Wi-Fi calling","description":"If you can't use Wi-Fi calling, it may be due to a number of different causes.","guide":null,"content":"Visit the EE web page for more information about Wi-Fi calling."},{"name":"Your phone needs to be restarted","description":"If you can't use Wi-Fi calling, it may help restarting your phone.","guide":{"blocks":[{"title":"Restart your phone","steps":[{"note":null,"overlay":null,"text":"Press and hold On/Off ."},{"note":null,"overlay":null,"text":"Simultaneously, press and hold the lower part of the Volume key until your phone restarts."}],"content":"
  • Press and hold On/Off.
  • Simultaneously, press and hold the lower part of the Volume key until your phone restarts.
","info":""}],"name":"Restarting your phone","description":"If your phone is slow or freezes, it might help to restart it.","id":11,"deviceId":15538},"content":"Restart your phone ."},{"name":"Your phone's software hasn't been updated to the latest version","description":"If you can't use Wi-Fi calling, you may need to update the phone software to the latest version.","guide":{"blocks":[{"title":"Find "Software update"","steps":[{"note":null,"overlay":null,"text":"Slide your finger downwards starting from the top of the screen."},{"note":null,"overlay":null,"text":"Press the settings icon ."},{"note":null,"overlay":null,"text":"Press Software update ."}],"content":"
  • Slide your finger downwards starting from the top of the screen.
  • Press the settings icon.
  • Press Software update.
","info":""},{"title":"Update phone software","steps":[{"note":null,"overlay":null,"text":"Press Download and install . If a new software version is available, it's displayed. Follow the instructions on the screen to update the phone software."}],"content":"
  • Press Download and install. If a new software version is available, it's displayed. Follow the instructions on the screen to update the phone software.
","info":""}],"name":"Updating phone software","description":"It's recommended that you update your phone with the newest software, as the manufacturer continuously corrects errors. It's a good idea to back up the phone memory first. Before you can update the phone software, you need to set up your phone for internet .","id":30,"deviceId":15538},"content":"Update your phone with the latest software ."},{"name":"Wi-Fi calling is turned off","description":"Wi-Fi calling needs to be turned on before you can use this function.","guide":{"blocks":[{"title":"Find "Settings"","steps":[{"note":null,"overlay":null,"text":"Press the phone icon ."},{"note":null,"overlay":null,"text":"Press the menu icon ."},{"note":null,"overlay":null,"text":"Press Settings ."}],"content":"
  • Press the phone icon.
  • Press the menu icon.
  • Press Settings.
","info":""},{"title":"Turning Wi-Fi calling on or off","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to "WiFi Calling" to turn the function on or off."}],"content":"
  • Press the indicator next to "WiFi Calling" to turn the function on or off.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Turning Wi-Fi calling on or off","description":"When Wi-Fi calling is turned on, you can make and answer calls using a Wi-Fi network when you're in an area with little or no network coverage. To turn on Wi-Fi calling, you need to establish a connection to a Wi-Fi network and select 4G (LTE) as network mode . You can also visit the EE web page for more information about Wi-Fi calling.","id":243,"deviceId":15538},"content":"Turn on Wi-Fi calling ."}],"intro":{"relatedProblemPath":"/content/ee-web/en_GB/help/help-new/phones-and-devices/samsung/galaxy-s10-plus#connectivity/troubleshooting/it-s-not-possible-to-use-wi-fi","relatedProblemId":22,"condition":"Can you use Wi-Fi?","question":"It's important to find out if you can use Wi-Fi. If you can't use Wi-Fi, you need to solve this problem first. When the problem is solved, you will most likely also be able to use Wi-Fi calling."},"name":"It's not possible to use Wi-Fi calling","description":"If you can't use Wi-Fi calling, there may be several causes of the problem.","textWhenNotSolved":"Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.","id":40}

It's not possible to use Wi-Fi calling

If you can't use Wi-Fi calling, there may be several causes of the problem.

It's important to find out if you can use Wi-Fi. If you can't use Wi-Fi, you need to solve this problem first. When the problem is solved, you will most likely also be able to use Wi-Fi calling.

Can you use Wi-Fi?

Yes No

We found 4 possible solutions to your problem.

Click Start the guide to see the solutions.

Solution 1 of 4: There may be number of causes preventing you from using Wi-Fi calling
If you can't use Wi-Fi calling, it may be due to a number of different causes.
Visit the EE web page for more information about Wi-Fi calling.
Previous slide
Solution 2 of 4: Your phone needs to be restarted
If your phone is slow or freezes, it might help to restart it.
Previous slide
Step 1 of 2

Press and hold On/Off.

Step 2 of 2

Simultaneously, press and hold the lower part of the Volume key until your phone restarts.

Solution 3 of 4: Your phone's software hasn't been updated to the latest version
It's recommended that you update your phone with the newest software, as the manufacturer continuously corrects errors. It's a good idea to back up the phone memory first. Before you can update the phone software, you need to set up your phone for internet .
Previous slide
Step 1 of 4

Slide your finger downwards starting from the top of the screen.

Step 2 of 4

Press the settings icon.

Step 3 of 4

Press Software update.

Step 4 of 4

Press Download and install. If a new software version is available, it's displayed. Follow the instructions on the screen to update the phone software.

Solution 4 of 4: Wi-Fi calling is turned off
When Wi-Fi calling is turned on, you can make and answer calls using a Wi-Fi network when you're in an area with little or no network coverage. To turn on Wi-Fi calling, you need to establish a connection to a Wi-Fi network and select 4G (LTE) as network mode . You can also visit the EE web page for more information about Wi-Fi calling.
Previous slide
Step 1 of 5

Press the phone icon.

Step 2 of 5

Press the menu icon.

Step 3 of 5

Press Settings.

Step 4 of 5

Press the indicator next to "WiFi Calling" to turn the function on or off.

Step 5 of 5

Press the Home key to return to the home screen.

Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.
We are pleased that the problem was solved.
Last updated: 28/3/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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