Hello,
Currently using the Samsung S8, and in the past the Wi-Fi calling option always worked. Now, I cannot get it to work, and when I try to make a call in Airplane mode, it states "Turn off Airplane mode to make this call? Cancel; Turn off". I have tried turning the option on/off, along with the HD calling option as well. No such luck.
Derekkaz,
I apologize for the issues you've been experiencing with using Wi-Fi calling. I depend on this function myself and I'll be delighted to get this feature working for you again. Let's gather some more information. Are you having any issues with using data while on Wi-Fi? Are you enabling Wi-Fi calling by following these steps http://spr.ly/6581DlnvZ
Juan_VZW
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Yes, I have tried following the steps, and nothing has changed.
Derekkaz,
Is your device on the latest Software Update? Have you installed any new Apps lately?
StephanieS_VZW
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Yes, it has all of the latest updates including the new OS update this
week. I get a message that still states "turn off airplane mode to make
this call?". I checked and Wi-Fi calling is still listed as on.
On Thu, Jun 21, 2018 at 6:26 PM, vzw_customer_support <
I appreciate you following along with us, Derekkaz. Let's try putting this device in Safe Mode to see if you have the Same issue, please follow these instructions to do so:
1 : With the device turned on, press and hold the power button until options prompt appears then release.
2 . Touch and hold power button off until the reboot to safe mode prompt appears.
3. Tap Safe Mode.
CecileC_VZW
It still does not work. When I try in airplane mode, it still asks to turn it off to make the call.
Thank you for keeping us updated Derekkaz. The next step we want to try it to Reset the Network Settings. Please follow the link for specific steps. http://spr.ly/6589DWP2U Device Settings
Georgina_VZW
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Hello, it has been reset, but I still get the same message.
I'm eager to get this resolved, Derekkaz. Can you confirm if WiFi Calling works normally when Airplane Mode is OFF?
Vanessa_VZW
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I can’t justify whether it works or not since my reception works well and I don’t know if it is wi-fi or not. I also have insurance – can I just switch my phone for a new one?
Derekkaz, We are just as eager to get the WiFi calling feature working for you as you are to have it. I would be very sad if you went through the process of an insurance claim if it is something that can be fixed with your current device. Has WiFi calling ever worked on this phone? Is there anyone else on the account running into this same issue?
Melissa_VZW
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Yes, wifi calling has worked on the account before. Nobody else is on this account.
Derekkaz,thanks for that clarification. I want to step back a bit as you indicated in an earlier message that you can't justify if it works or not. With a Wi-Fi call, you will see the Wi-Fi signal with the phone just below it when you're on that type of call. Does that show up next to your call timer when on a call or does it just show the timer? Wi-Fi calling is usually predicated on two things: HD/Advanced calling being turned on and the Wi-Fi address being validated. Is your HD calling still on and is the emergency address still shown in your Wi-Fi calling settings?
Ebony_VZW
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Hello,
I do not see the wi-fi signal on the phone when I’m on a call. My HD calling is still on and the emergency address is still shown. It’s been quite a while that I am not able to use this. Can I just get a replacement phone (exact same model)?
Derekkaz, thanks for the clarification about your display. When you put your phone in Airplane Mode, does it turn off your WiFi? Please put it in Airplane Mode, then go in and turn your WiFi on. After this, please test. If it doesn't work, please turn your phone off and then back on and test. Let us know what happens.
Joel_VZW
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I have done this before with the same results.
We appreciate your patience and troubleshooting efforts, Derekkaz. Wi-Fi calling is an important complement to service, especially while indoors. Now, you have mentioned you have insurance and you just want a new phone, has there been any physical or liquid damage to the device? You have completed the majority of troubleshooting, which leaves us to the final troubleshooting step, a factory data reset. The reset is a requirement before a replacement is issued, however, it is imperative you complete a full back up prior. I recommend Verizon Cloud: http://spr.ly/6588DqhIo;
Once you have ensured your content is safe, please reset your device: http://spr.ly/6589DqhIU Please let us know if this resolves the issue.
Gina_VZW
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I have just had a 1-1/2 hour chat with "Key" regarding this, who had me do many of the same things. She disconnected from the chat by pretending that I wasn't responding and concluding that I wasn't there anymore. This was very frustrating. None of these remedies worked for me either, and I see the topic is very active. Is the factory reset and new phone a practical path? Shouldn't we be looking at a system problem? Thank you.
We would need to complete the factorydata reset. That is the final step in the troubleshooting process. Once that is complete we can start to look into replacement options.
FranciscoP_VZW
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I, too, am experiencing the same issue. I am unable to make WiFi calls with airplane mode enabled...turn off airplane mode to make this call. It is occurring on both my Galaxy phones. WiFi calling does work with airplane mode off but I'm travelling overseas and pickup other networks and don't want to risk charges for texts. I need airplane mode on!!
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