Trouble with phone calls or Wi-Fi calls

If you can’t make or receive calls, have dropped calls, or the audio quality isn’t good, try the troubleshooting steps below to fix the problem. After each step, try making a call or ask a friend to call you to check if the issue is fixed. You can always use the button below to contact a Google Fi expert.

Keep in mind that dropped calls may happen every once in a while because of interference from buildings, weather, or other factors.

Wi-Fi calling works on Designed for Fi and most Compatible with Fi phones.

1. Check that Wi-Fi calling is enabled in the Google Fi app
  1. Open the Google Fi app Fi.
  2. At the bottom of the screen, tap Wi-Fi calling.
  3. Enable Wi-Fi calling.
2. Check your number transfer status
If your number transfer is in progress, you won’t be able to make calls until the transfer finished and your number is activated. To check if your transfer is still in progress, open the Google Fi app on your phone. If it’s still in progress there will be a notification at the top of the screen.
3. Use the default Phone app

Make sure you are using the Phone app Phone that came on your phone to make calls. Other apps for dialing aren’t supported.

4. If the signal icon on your phone has no bars or only one bar , check if you’re in a coverage area

Check the coverage map for U.S. locations. If you’re using your phone outside the U.S., check the 120+ supported countries where you can use Google Fi.

If we have coverage in your location: Try going to another spot nearby where you have a signal. If you are inside a building or underground, try going outside. Buildings can sometimes block signals. If that doesn’t work, continue on to the next steps.

If we don’t have coverage in your location: Connect to Wi-Fi so you can use Wi-Fi calling.

Tip: There may be a service outage.

5. Make sure you're calling a valid number with the correct format

Calls in the U.S.

If you’re having issues with outgoing calls, use the full 10- or 11-digit number. Try dialing:
  • (Area code) + (number)
  • 1+ (area code) + (number)

Calling other countries from the U.S.

If you are calling an international number from the U.S.:

  • Canada and U.S. Virgin Islands: Dial 1 (area code) (local number).
  • To all other countries: Tap and hold 0 until + on the displays on the screen, then dial (country code) (area code) (local number). For example, if you’re calling a number in the U.K., dial + 44 (area code) (local number).

Calling while you're outside the U.S.

If you are outside the U.S. and calling international numbers or the U.S.:

  • To call a number in the country you’re visiting: Dial (area code) (local number).
  • To call another country: Tap and hold 0 until a + displays on the screen, then dial (country code) (area code) (local number). For example, if you’re dialing a number in the U.K. from Japan, dial + 44 (area code) (local number).
    • If this number format doesn’t work, you can also try using the exit code of the country you are visiting. Use (exit code) (destination country code) (area code) (local number).
  • To call a number in the U.S.: Just dial 1 (area code) (local number). No need to dial 011 and the country code.
6. Turn Airplane mode on, then off
Turning Airplane mode on and off will reset some settings and may fix your connection.
  1. Open your phone's Settings app Settings.
  2. Tap Network & Internet.
  3. Turn on Airplane mode.
  4. Turn off Airplane mode.

Make sure Airplane mode is off when you’re done. Calling won’t work if Airplane mode is on.

7. Check for Google Fi app updates

Updates to the Google Fi app can provide feature and security improvements that may fix your issue.

To check if there’s an update for the Google Fi app, follow these steps:

  1. On your phone, open the Google Play Store app Play Store.
  2. At the top right, tap the profile icon.
  3. Tap Manage apps & device and then Updates available.
  4. If Google Fi is listed, tap Update.

8. Check for Carrier Services app updates

  1. Open the Google Play app Play Store.
  2. Search for carrier services
  3. Open the Carrier Services app and then tap Update.
9. Check for system updates

System updates for your phone can provide improvements that may fix your issue. To check for and install system updates, follow these steps:

  1. Open your phone's Settings app Settings.
  2. Tap System and then System update.
  3. Tap System Updates.
  4. Tap Check for update.
    • If a system update is available, tap Install. You might need to restart your phone to complete the update.
    • If a system update is not available, the screen will say “Your system is up to date."
10. Allow Google Fi app to ignore your VPN
  1. On your device, open the Google One app Google One.
  2. At the top, tap Benefits.
  3. Find the VPN benefit and tap View details.
  4. Tap View settings and then Allow apps to bypass VPN.
  5. Select the app you want to bypass.
  6. Tap Add Add.
    • To remove an app from the bypass list, tap Remove .
  7. At the top, tap Save.
    Tip: If you don’t tap Save to restart the VPN by Google One, your changes won’t save. If the VPN is disabled, the changes will apply the next time the VPN is enabled.
11. Restart your phone

Restarting your phone gives it a fresh start and is sometimes all you need to fix your issue. To restart your phone, follow these steps:

  1. Press and hold the Power button until the menu pops up.
  2. Tap Power off, and your phone will turn off.
  3. Press and hold the Power button until your device starts.

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