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Wi-Fi Calling frequently asked questions

Can I make a Wi-Fi Call using a Mobile hotspot?
Yes, Wi-Fi Calling works in all Mobile Wi-Fi Hotspots.


Can I make a Wi-Fi Call using a Telstra Air hotspot?

Yes, you can make and receive Wi-Fi Calls over the Telstra Air® Wi-Fi network.


Can I make Wi-Fi video calls?
No, currently Wi-Fi Calling can only be used for voice calls.


Can I send and receive SMS/MMS over Wi-Fi?

If you have a Telstra Messaging compatible handset you will be able to send and receive SMS and MMS to another Telstra Messaging compatible handset over Wi-Fi. This is a separate feature to Wi-Fi calling.


How do I know if my phone is compatible with Wi-Fi calling?
You can check if your phone is on our list of compatible devices.


Good to know

We’re working with manufacturers to get Wi-Fi Calling available on more phone handsets, and whenever another handset becomes available, we will update this list.

Will Wi-Fi Calling work if my phone was purchased from another provider?


  • If you bought your iPhone from a third party retailer, Telstra Wi-Fi calling will work once you move your service to the Telstra network as a BYO device.
  • You’ll need to update your settings. Just follow the Wi-Fi Calling set-up steps.



  • Some Android smartphones bought from other retailers then moved to the Telstra network don’t allow Telstra Wi-Fi Calling.
  • Samsung Galaxy S8 and S8+ open firmware devices bought directly from Samsung; these models will allow Telstra Wi-Fi Calling.


What if I use a different Domain Name Server on my modem?

We allow you to use any DNS on your Wi-Fi modem.

However, this can sometimes:

  • Affect how well we can locate your phone.
  • Affect the accuracy of 1800/1300 services.
  • Place the wrong area code in front of a landline number if you’re in a region where area codes overlap such as VIC/TAS, NSW/ACT, QLD, SA/NT or WA.


We recommend using Telstra DNS for best results.


Can I use Wi-Fi Calling on a VPN?
No, VPNs are not supported.


What happens if I move out of Wi-Fi coverage while on a call?

  • If you’re on the 4G network, your calls will seamlessly move between the Wi-Fi and 4G networks.
  • If you’re on the 3G network, your calls will drop out when you leave Wi-Fi coverage.
  • If there is no mobile connection available your calls will drop out when you leave Wi-Fi coverage.


Can I use Wi-Fi Calling for all my calls, all the time?
No, your phone will always make and receive calls over the 3G or 4G mobile networks whenever it can.

Wi-Fi Calling only kicks in when you can’t make calls because there’s no 3G or 4G network coverage.


Where can I make Wi-Fi Calls from?
You can make Wi-Fi calls wherever there is a supported Broadband Wi-Fi connection - and no Telstra Mobile coverage.

Your smartphone automatically chooses the best connection for calls: 3G, 4G, or Wi-Fi - in that order. So when there’s no 3G or 4G network available, it will use Wi-Fi Calling to make and receive calls.


Can I make Wi-Fi calls on my Telstra Pre-Paid mobile?

Yes, however, only if you have a device compatible with Wi-Fi Calling.


Will my modem work with Wi-Fi Calling?
Yes - if it’s less than 4 years old and you’re using a Telstra Gateway modem, Wi-Fi Calling will work.

It may still work if you’ve purchased it from another Internet Service Provider, from a store, or if it’s more than 4 years old.

You will need to have: 

  1. IPSec pass-through enabled, and;

  3. Certificate Fragmentation support.


What if I make a Wi-Fi call when lots of people are on the internet?
In most cases it’ll make no difference. Telstra Wi-Fi Calling approximately uses 100-120kbps of your broadband Wi-Fi bandwidth.


Your Wi-Fi call may be affected if:

  • In extreme situations such as when lots of users are streaming video on the Wi-Fi network, you may get a loss of voice quality.
  • You have poor upload speeds, your Wi-Fi Call may disconnect.


Need more help?

Try our CrowdSupport article




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