You are here

Self Help FAQ

Tell us what you're looking for.
Search results:
What are the benefits of using WiFi Calling?
You can benefit from a seamless call experience, whereby you can use your existing U Mobile number to make and receive calls from any personal or public WiFi connection. Effectively, each WiFi hotspot becomes a U Mobile network tower, expanding our reach way beyond our current network footprint. You can also enjoy huge savings while abroad. There are no roaming charges when using U Mobile WiFi Calling when you make calls to a Malaysian number.
What do I need to do to set up WiFi Calling on my iPhone?
Please follow the following steps:
  1. If you are using an iPhone 5c, 5s, SE, 6, 6 Plus, 6s, and 6s Plus; your iPhone will support WiFi Calling
  2. Ensure that you have updated your iOS to version 9.3
  3. Ensure that you have inserted your U Mobile SIM into your iPhone. If you are inserting your new U Mobile SIM into your iPhone for the first time, do allow up to 10mins gap before making your first WiFi call.
  4. Go to “Settings > General > About” to update your iPhone with the latest Carrier Bundle Update
  5. Go to “Settings > Phone > Wi-Fi Calling” and make sure that Wi-Fi Calling is on
If WiFi Calling is available, you’ll see U Mobile WiFi in the status bar. All calls will then be made using WiFi Calling.
What is U Mobile WiFi Calling?
U Mobile WiFi Calling allows customers to make and receive calls over a personal or public WiFi connection, using their existing U Mobile number.
Which phones currently support WiFi Calling?
WiFi Calling is currently supported on iPhone 5c, 5s, SE, 6, 6 Plus, 6s, and 6s Plus models with iOS version 9.3 and above.

For fans of Android, we are in the midst of working on the same WiFi Calling service for all Android phone users. Please re-visit our website at for the latest information and updates.
Who is eligible for WiFi Calling?
All U Mobile subscribers on postpaid and prepaid plans are eligible for WiFi Calling, except for customers on postpaid MB Plans. Customers are required to have a WiFi Calling-enabled smartphone.
To support WiFi Calling, are there any minimum requirements for the WiFi network?
You only need to have access to a private or public WiFi network that is connected to the Internet. It is recommended that the WiFi routers support either 802.11n or 802.11ac standards as those provide better data quality connection than those on older standards.
What can I do if I cannot turn on or use WiFi Calling?
If you cannot turn on or use WiFi Callling, please check to see if you have followed the steps to set up WiFi Calling on your iPhone. If you are still unable to make calls using WiFi Calling, then follow these steps:
  • Connect to a different WiFi network. Not all WiFi networks work with WiFi Calling
  • Turn WiFi Calling off and then on again
  • Restart your iPhone
  • Go to Settings > General > Reset and tap Reset Network Settings
Do allow approximately 15-30 seconds after each step in order for your smartphone to connect to U Mobile.

Resetting your phone’s Network Setting will not reset all your phone settings. It will only reset all U Mobile network settings on the phone to its original setting.

Once you see “U Mobile WiFi” displayed on your notification bar, you can begin to use the WiFi Calling service.
WiFi Calling is not working even though I am connected to a WiFi network. Why?
Few reasons:
  • Before initiating a call, WiFi Calling checks if the available WiFi signal is strong enough. If you experience this, move to an area where the signal strength is stronger.
  • Depending on certain WiFi providers’ Internet access policy, you may have to launch your browser and sign-on (providing username/password) before being permitted access.
  • Certain public WiFi network providers may have policies in place that prevent the WiFi Calling service from connecting.
What happens when I make an emergency service call?
Emergency services number 112 and 999 are routed through your normal mobile network service. If you turned on WiFi Calling and cellular service isn't available, emergency calls will use WiFi Calling to route you to a Malaysian emergency service number.
Does U Mobile WiFi Calling requires a SIM card to be inserted into the mobile phone in order to make a call?
Yes, U Mobile WiFi Calling service requires a valid and active U Mobile SIM card to be inserted into the SIM card slot in order to make a call. If your line is barred, suspended or terminated, you will not be able to make a call.