How do HiFi calls work?
HiFi calls use the internet instead of your carrier’s regular voice network. Your phone connects each call over Wi-Fi or mobile data. This is sometimes called VoIP (voice over internet protocol).
This means:
You need a Wi-Fi or mobile data connection to make and receive HiFi calls.
When you’re not on Wi-Fi, HiFi calls use your mobile data plan.
Call quality depends on the strength of your internet connection.
The people you call don’t need HiFi. They see an ordinary phone call from your HiFi number and answer it the usual way.
What happens if my connection is weak?
HiFi warns you on the call screen when your connection gets weak. The message reads Find a stronger data or wi-fi signal to improve call quality. You may notice choppy audio or delays while the message shows.
If the connection drops for a moment, the call screen shows Reconnecting… while HiFi tries to restore the call. If HiFi can’t reconnect, the call ends.
How can I improve call quality?
Most call quality problems come from a weak or busy internet connection. Try these steps, one at a time:
Move closer to your Wi-Fi router, or go to a spot with better mobile signal.
If your Wi-Fi is slow, turn Wi-Fi off and use mobile data instead. If your mobile signal is weak, connect to Wi-Fi.
Pause large downloads, video streaming, or backups on your phone and network.
If you’re using a Bluetooth headset, move closer to your phone or switch to the phone’s speaker to rule out the headset.
Update HiFi to the latest version from the App Store or Google Play.
Rate the quality of a call
After a call, HiFi may ask How was the call quality? Tap the thumbs-up or thumbs-down.
If you tap thumbs-down, choose what went wrong:
Low volume
Choppy audio
Background noise
Other
Your rating helps the HiFi team find and fix call quality problems.
Troubleshooting
HiFi shows a short message when a call can’t be placed or connected. Here’s what each message means and what to do.
“Call could not be connected.”: The call didn’t go through. Check the number and try again. If it keeps happening, check your internet connection.
“No connection. Check your network and try again.”: Your phone isn’t connected to the internet. Turn on Wi-Fi or mobile data, and turn off airplane mode.
“Reconnecting…”: Your connection dropped during the call. Wait a few seconds, or move to a spot with a stronger signal.
“Sign in again to place calls.”: Your session has ended. Sign in again with the same method you used before.
“Update the app to place calls.”: Your version of HiFi is out of date. Update HiFi from the App Store or Google Play.
“The calling service is temporarily unavailable…”: HiFi’s calling service has a temporary problem. Wait a few minutes and try again.
“This device isn’t registered for calling…”: HiFi couldn’t set up calling on this phone. Close and reopen HiFi, then try again. If the message stays, restart your phone or contact support.
If a problem continues, see “Contact HiFi support”.
Related articles
“Make a call”
“Receive calls in HiFi”
“Use in-call controls”
“Troubleshoot common problems”