Help Center

Wi-Fi Calling & Text is included with your Tello service at no extra cost. It lets you make calls and send texts over any stable Wi-Fi network—whether you're at home, in an office, a hotel, or using a hotspot. This feature works on the vast majority of Tello GSM-compatible phones.

If you have already followed the basic setup and things are still not working, let's get it sorted out.

✅ Pro-Tip:
If you haven't enabled the feature on your phone or added your mandatory emergency address yet, please check our guide: How can I use Wi-Fi Calling? first.

If you’ve set everything up correctly and you’re still having trouble, try these troubleshooting steps in order:

1. Update Your Software
   Make sure your phone’s operating system is completely up to date. An outdated system can cause features like Wi-Fi calling to glitch.


2. Check Your Wi-Fi Connection
   Look at your Wi-Fi signal bars. Try searching the web or opening an app to ensure your internet connection is actually working and stable.


3. Check Your SIM or eSIM
   • Physical SIM: Power off your phone, take the SIM card out, gently wipe it with a dry cloth, put it back in, and turn the phone on.
   • eSIM: Go to your phone settings and double-check that your eSIM is toggled "On."


4. Reset Your Network Settings
   If things are still glitchy, a network reset usually does the trick:
   • Android: Go to Settings ≫ System ≫ Reset options ≫ Reset Wi-Fi, mobile & Bluetooth.
   • iOS: Go to Settings ≫ General ≫ Transfer or Reset iPhone ≫ Reset ≫ Reset Network Settings.
   
   ⚠️ Warning:
   Resetting your network settings will erase all your saved Wi-Fi passwords. Make sure you know your passwords before you press reset so you can log back into your networks!


5. Check Android APN Settings (Android Only)
   Sometimes your phone needs a manual nudge to talk to our network correctly.
   
   Go to Settings > Connections (or Network & Internet) > Mobile Networks > Access Point Names.
   
   • Try the Quick Fix First: Tap the three dots menu in the corner and select Reset to default. Make sure either "Tello" or "fast.t-mobile.com" is selected, then test your service.
   • Add the Tello APN Manually: If the quick fix didn't work, tap Add or the + icon at the top of the screen. Enter the following information exactly—spelling and punctuation matter:
     • Name: ims
     • APN: ims
     • APN type: ims
     Save the new APN, restart your phone, and test your service again.


6. Try a Different Network or a VPN
   If you've gone through all the steps and it’s still not working, try connecting to a completely different Wi-Fi network. You can also try connecting through a VPN set to a U.S. IP address, which helps if the issue is tied to your specific location or current network.