1. Wifi and 4G Calling now available on O2
Up until now when the customer makes or receives a call, their phone will connect to and switch between our 3G and 2G network.. The 4G signal has only been used for Data, with the exception of Wifi and 4G calls using apps such as TU Go, WhatsApp and Facebook Messenger.
By having Wifi and 4G Calling enabled on their handset, the customer will be able to make and receive calls using Wifi or 4G, without the need for 3rd party apps. This means it does not matter what type of signal they have, O2 will be able to keep them on the phone for longer.
Calls come out of the tariff inclusive minute allowance or are charged at normal Out of Bundle rates. There is no extra data charge for 4G calls. Wifi and 4G Calling will not work abroad.
What is Wifi and 4G Calling?
Wifi and 4G Calling from O2 will enhance our customers’ calling experience. It’s a new service and a definite selling point to those considering O2 as a provider. At launch it’s available on the iPhone 7 and 7 Plus with other devices following shortly after.
Key features and benefits
Insight shows that one-quarter of UK adults felt that mobile data connectivity issues had ‘definitely contributed’ to their decision to switching operators in the past and more than one in seven had changed their mobile server provider because of mobile blackspots in the past (Telecoms Tech, 2015). Key features and benefits of Wifi and 4G Calling are:
Feature
Benefit
Improved Call Quality
When making or receiving calls over Wifi and 4G our customers experience improved audio quality. This is because Wifi and 4G Calling offers improved voice encoding, making the call much clearer.*
Better Indoor Coverage
Calls will still connect via the 2G and 3G network, and will also be able to connect via Wifi and the 4G network, which has a greater in building penetration. So customers can make calls in areas with little or no cellular coverage.*
No App Required
There’s no need to download and install 3rd party apps, as the call is handled by the software installed directly on the handset. All incoming and outgoing calls and texts exist in the same thread/log with no duplication of notifications.
No Unexpected Costs
There is no additional cost to taking Wifi and 4G Calling as calls come from the monthly minutes allowance. Bill shock is minimised as the service switches off if you use it outside of the UK and calls made over 4G or Wifi simply show as a standard voice call on bills.
Faster Voice Call Set-Up
Users will no longer need to drop back from 4G to 3G to 2G to make a voice call, reducing set-up time by several seconds.
Seamless Handover Between 4G and Wifi
Less risk of calls being dropped when the connection hands over.
What you get
* Dependent on Wifi and 4G connection availability.

2. How does a customer get Wifi and 4G Calling?
At launch Wifi and 4G Calling will be available to customers who:
Use a compatible device (from launch iPhone 7 & 7 Plus with other devices following shortly after).
Do not use TU Go, O2 Just Call Me, Mobex and Mobile Recording on their account.
Are connected to a Pay Monthly or SIMO tariff.
Note: Wifi Calls are available anywhere in the UK where there is a Wifi signal. 4G Calling is only available in 4G Calling enabled areas. At launch this is London, Leeds and Slough. The coverage checker has been updated to show 4G Calling enabled areas and a customer can access the coverage checker from the O2 site.
In order for the customer to be able to use Wifi and 4G Calling their account needs to be migrated to a new platform that enables their tariff to be provisioned with the Wifi and 4G Calling Bolt On. Their smartphone also needs Wifi Calling and 4G Calling settings. At launch Apple will send out a software update and then a carrier bundle that the customer must download onto their smartphone. The process to follow is:
Customer signs in
to O2 Open Site
Purchase Device
iOS Software Update
Carrier Bundle
WiFi and 4G Calling Menu
Customer will receive an iOS software update (this must be updated before the carrier bundle is accepted)
When the iOS software update has been installed, the carrier bundle message will appear, and will continue to prompt intermittently, until it is accepted.
When the Carrier Bundle is installed the Wifi and 4G Calling menu will appear.
Note: 4G Calling will work automatically but the customer needs to turn on Wifi Calling from the iPhone’s settings.
How does the customer make a Wifi or 4G Call?
Seamless transfer of call
All the customer needs to do is to make the call as they normally would, the handset does the rest. If the handset is in a 4G Calling enabled area, the connection will be made through 4G first.
If the 4G signal is poor or not available, and Wifi is, the connection will be made through Wifi.
When moving between different areas of coverage the handset can switch between 4G and Wifi and switch from 4G to 3G and then 3G to 2G.
Dropped calls
It is important to note that the call will drop if:
The handset is calling from a 4G Calling enabled area and then moves into a 2G area.
The device is calling using Wifi and then moves into a 3G or 2G area.

3. Changes to current services
4G and Wifi Calling brings cutting-edge communication technology to our customers, but new technology is not necessarily compatible with all the services we currently provide. If the customer has Wifi and 4G Calling, there will be certain services that will become unavailable or lose some functionality.
Current services
We are unable to provide Wifi and 4G Calling on the same account as TU Go, O2 Just Call Me, Mobex and Mobile Recording, as they conflict with each other.
Ring time before voic
There is no option to alter the ring time before the call is redirected to voic .
SMS & Voic Notification
If the customer is calling using Wifi Calling, they will not:
Be notified on screen about a waiting voic .
Be able to receive SMS messages.
However, when they move into in an area covered by 2G, 3G or 4G the handset will display the waiting voic symbol or SMS message.
How to introduce Wifi and 4G Calling when talking to a customer?
Business Case
Businesses don’t need to cash out for employees to benefit from this service as there's no cost to activating it and all usage comes out of the monthly voice/minutes allowance.
Fewer calls are dropped, which boosts productivity and collaboration internally while making businesses appear more professional when communicating externally with customers.
Elevator Pitch
4G and Wifi Calling is a new service that makes it possible for you to make calls wherever the handset gets an O2 signal or is connected to Wifi. It massively improves the user experience, making calls more reliable and of a higher audio quality through the seamless transition across data networks. Wherever you need to work, you can do so in the knowledge that you’ll stay connected anywhere.
What ‘s the competition doing?
The majority of other competitors have a similar offering but are still trying to perfect it, so they are not shouting about it. During tests in London, O2 came out as having the best in- building 4G penetration.
Three offer a ‘4G super voice’ experience. Its main selling points include plugging network blackspots, improving call connection times, and lengthening battery life. However, Three are behind in the 4G coverage space, with just 63% UK population coverage; they purchased the least amount of 4G frequency in the UK’s 4G auction and were the last major network to launch 4G.
EE and Vodafone both offer Wifi and 4G calling and this is communicated through their websites.
Image above is will be updated and reformatted

4. Overcoming Objections
Opportunity spotting
Potential Opportunity
Ways that you may be able to capitalise on it and sell the benefits
Customers who have poor in-building coverage.
Customers with eligible devices will be able to simply switch the service on to benefit from Wifi Calling. 4G Calling also requires no user intervention once provisioned.
Customers who are interested in O2 Wifi Corporate and Public.
Creates cross-sell opportunities, as wifi connectivity and usage is growing rapidly with wearables, connected cars and smart homes across all major growth areas. Lots of potential here for conversations to include native wifi calling and the trust people have in O2 Wifi.
Customers who have bought into the Apple ecosystem and do not have conflicting services.
Wifi and 4G Calling is the latest extension to the Apple voice and messaging story and will deliver an improved user experience. By the middle of 2017 all eligible users (6s or later) will be provisioned with the service unless they opt out. Wifi Calling presents another reason for customers to consider buying iPhones on the O2 network. Currently Apple represents 75% of capable devices and this feature continues to shape it as the go-to business phone.
Customers who feel their battery life is being drained by calls.
4G Calling lengthens battery life as it’s a smoother, easier connection between 4G and 3G.
Overcoming Objections
Objection
Response
I’m on mobile extension/B4B.
When can I have the service?
We can migrate users or whole accounts to a tariff which supports 4G and Wifi Calling but please be aware customers will lose services such as Closed User Groups and short code dialling.
My policy doesn’t allow for iPhones .
We are planning to support other devices and operating systems at a later stage, including Samsung, Sony and Microsoft.
I want to use Wifi Calling outside of the UK with calls coming out of my UK bundle, as I do with TU Go/Vodafone Wifi Calling.
We don’t yet have a foolproof way of alerting customers that they are using Wifi Calling instead of a cellular network. Therefore, there is a risk that customers will make a large number of calls thinking that they are using wifi and incur unexpected costs.
I want to carry on using my current services such as O2 Just Call Me and Mobile Recording and it isn’t compatible.
O2 Just Call Me and Mobile Recording are not compatible with Wifi and 4G Calling, so a choice needs to be made on a per user basis. Vodafone and EE have similar constraints.
Processing Wifi and 4G Calling
When processing a compatible Wifi and 4G Calling handset on a new connection or upgrade, Wifi and 4G Calling will be set as default. However, if the customer currently uses or would like to use TU Go, Mobex, O2 Just Call Me or Mobile Recording they can choose to opt out, as these services are incompatible with Wifi and 4G Calling.