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Video calling/samsung galaxy  s6 edge plus


When trying to make video call (green camera icon) receive msg "video calling not available." Son has same phone, same issue.

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Best answer by tmo_chris 31 August 2016, 17:36

Well shucks! I think we may need to get our engineers involved in this one to see if something on the network side is preventing you from making these video calls. You can contact our Tech Support teams here‌. We will get this sorted out for you and your Son.

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Hey there!

Is this happening both on network and on WiFi?

-Lauren

Yes it is, on both phones as well.

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On Mon, Aug 22, 2016 at 1:19 PM, tmo_lauren<no-reply@t-mobile.com> wrote:

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Video calling/samsung galaxy  s6 edge plus

created by tmo_lauren in Samsung Galaxy S6 edge+ (G928T) - View the full discussion

Hey there!

 

Is this happening both on network and on WiFi?

 

-Lauren

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Do you see the option available to call anyone else this way when you are in your contacts? The most common issue we see is one party is on a network available for the video calling and the other is not despite having a capable device.

No, I tried calling someone with s6 and s7 and same error msg.

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On Tue, Aug 23, 2016 at 12:17 PM, tmo_lauren<no-reply@t-mobile.com> wrote:

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Video calling/samsung galaxy  s6 edge plus

created by tmo_lauren in Samsung Galaxy S6 edge+ (G928T) - View the full discussion

Do you see the option available to call anyone else this way when you are in your contacts? The most common issue we see is one party is on a network available for the video calling and the other is not despite having a capable device.

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Userlevel 5

Thanks for clarifying! There is one thing I know for sure causes this to happen and that is VoLTE must be enabled when connecting on LTE and Wi-Fi calling must be enabled when connecting on Wi-Fi in order for video calling to work while connected to either of those.

To check if you have VoLTE enabled on your device you can follow these steps:

From your home screen, press the Phone icon.

Tap More on the top right corner.

Scroll down and tap on Settings. ...

Tap on VoLTE.

Make sure that Use VoLTE when available is checked.

You can also enable Wi-Fi calling by following these steps.

Let me know if either of these helps!

Ok, will do.

Sent from Yahoo Mail on Android

On Tue, Aug 30, 2016 at 7:03 PM, tmo_chrisl<no-reply@t-mobile.com> wrote:

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T-Mobile Support Community

Video calling/samsung galaxy  s6 edge plus

created by tmo_chrisl in Samsung Galaxy S6 edge+ (G928T) - View the full discussion

Thanks for clarifying! There is one thing I know for sure causes this to happen and that is VoLTE must be enabled when connecting on LTE and Wi-Fi calling must be enabled when connecting on Wi-Fi in order for video calling to work while connected to either of those.

 

To check if you have VoLTE enabled on your device you can follow these steps:

 

From your home screen, press the Phone icon.

Tap More on the top right corner.

Scroll down and tap on Settings. ...

Tap on VoLTE.

Make sure that Use VoLTE when available is checked.

 

You can also enable Wi-Fi calling by following these steps.

 

Let me know if either of these helps!

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Userlevel 5

Just wanted to see if you had any luck with those settings? It is worth note that your Son will also need to ensure he has either of those settings enabled as well for the call to complete.

I did try it yesterday,  no luck 😥

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On Wed, Aug 31, 2016 at 11:00 AM, tmo_chrisl<no-reply@t-mobile.com> wrote:

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T-Mobile Support Community

Video calling/samsung galaxy  s6 edge plus

created by tmo_chrisl in Samsung Galaxy S6 edge+ (G928T) - View the full discussion

Just wanted to see if you had any luck with those settings? It is worth note that your Son will also need to ensure he has either of those settings enabled as well for the call to complete.

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Userlevel 5

Well shucks! I think we may need to get our engineers involved in this one to see if something on the network side is preventing you from making these video calls. You can contact our Tech Support teams here‌. We will get this sorted out for you and your Son.

Ok, thanks 

Sent from Yahoo Mail on Android

On Wed, Aug 31, 2016 at 11:37 AM, tmo_chrisl<no-reply@t-mobile.com> wrote:

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T-Mobile Support Community

Video calling/samsung galaxy  s6 edge plus

created by tmo_chrisl in Samsung Galaxy S6 edge+ (G928T) - View the full discussion

Well shucks! I think we may need to get our engineers involved in this one to see if something on the network side is preventing you from making these video calls. You can contact our Tech Support teams here. We will get this sorted out for you and your Son.

Reply to this message by replying to this email -or- go to the message on T-Mobile Support

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Userlevel 5

No problem! Let us know what happens 😊

So all of a sudden my video calling is working...tried calling two different ppl. One on tmobile and one on verizon and it worked. Did nothing different then I've been doing. It was working before and just suddenly stopped. Not sure what the problem was but it's working, for now.Kim 

Sent from Yahoo Mail on Android

On Wed, Aug 31, 2016 at 12:17 PM, tmo_chrisl<no-reply@t-mobile.com> wrote:

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T-Mobile Support Community

Video calling/samsung galaxy  s6 edge plus

created by tmo_chrisl in Samsung Galaxy S6 edge+ (G928T) - View the full discussion

No problem! Let us know what happens

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Userlevel 5

That is awesome!! I am super glad to hear that it is working for you again 😊 I think we scared it with all the tinkering and threatening to sic the engineers on it. 

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