LG G5 / LG G4 unable to setup wifi calling

LG G5 / LG G4 unable to setup wifi calling

LG G5 / LG G4 unable to setup wifi calling

EFTC
I'm Qualified Level 1

LG G5 / LG G4 unable to setup wifi calling

Hello all,

 

I am having some trouble trying to get Wifi calling on my LG G5 and my LG G4 (2nd line).

 

When I try to set it up, it will ask for my phone number.  Upon entering the verification code the following message popped up "We are unable to process your request at this time.  Please contact customer support 1-888-764-3771".  The same mssage popped up when I try to set up on LG G4 and LG G5.  I checked with fido services and wifi calling were enabled on both my lines.

 

Please note both phones have the most updated phone software.

 

**Edited to add label

 

Does anyone encountered this issue and found a solution?

 

Thanks in advance.

33 REPLIES 33
binghamfamily
I'm a Contributor Level 1

I am having this exact same problem on my LG G5. Any ideas on how I can fix this?

Hey @binghamfamily!

 

We'll need to take a closer look in regards to this! I'll be sending you a PM shortly:)

 

 



binghamfamily
I'm a Contributor Level 1

I have an LG G5 and have had it for about a month now and have had no success setting up the wifi calling on it. Any suggestions on what to do? Before I would get an error saying to call customer service. Now, it just freezes on the "Get Verification code" screen where I enter my phone number in.

 

 

***Edited to add label

 

Hey @binghamfamily! I moved your post since we had a similar thread and I thought it would be more handy Smiley

 

Have you tried this cool link here ?

 

Keep us posted Smiley

 

 

 

 



hukerikar
I'm a Contributor Level 2

Hello there:

 

I am having the same problem as other posters, wifi calling works on IPhone but does not work on LG G5. I got the LG G5 from a friend who had it as a hardware upgrade. It is a Fido locked phone. When I put the SIM in IPhone wifi calling works fine. I also got an email from Fido thanking me for signing up for wifi calling. When I remove the SIM from iPhone and put in G5 it works for the first call and then does not work. When I go to the registration page it says my device is not supported and I must call Fido for help. Can't figure out what's going on. Spent an hour with Fido CS over phone but the lady could not figure out the problem.

 

i hope some one will be able to help me set it right.

 

thanks

Hey @hukerikar!

 

Do you have the most updated software version on the LG G5? If not, can you update and give it a try?

 

 

Let us know!

 

- Christina



hukerikar
I'm a Contributor Level 2

Hello Christina,

 

I have the latest update, and followed all the steps as advised in the earlier posts but to no avail.

 

someone in an earlier post has mentioned about a code to be added to the plan? What is that? Are we missing that perhaps?

 

thanks,

Hey @hukerikar,

 

Thanks for letting us know!

 

I'll send you a PM to take a closer look at your account Smiley

 

Talk to you soon!

 

 



hukerikar
I'm a Contributor Level 2

Hello Moderators:

 

I have friends who have bought Samsung and iPhone directly from manufacturers and wifi calling is not an issue on those phones.

 

What  I would like to know is will wifi calling work only on Fido locked phones? Will it work on device bought from LG or on unlocked Fido G5 phone?

 

Thank you,

 

Hukerikar

Hey @hukerikar

 

While unlocked phones do work on our Network, we can't guarantee any phones purchased from elsewhere will be 100 % compatible with our services . Fido phones are configured to be compatible and tested with features we offer while other devices are not. 

 

While some unlocked phones will be compatible with the features, others might not be and if that is the case we can't guarantee that we'll be able to troubleshoot the issue successfully . 

 

Hope this helps!



peterkalicki
I'm a Contributor Level 1

Just to clarify the misinformation and confusion being spread, I have escalated this very issue prior all the way to the office of the president, and unfortunately unless you have a "Fido" device or a "Fido Approved" device, VoLTE and Wi-Fi calling will not work.  Grandfathered "VVM Plus" add-ons also do not work with the native VVM built in to Android since 6.0 (unlike every other carrier in the US/Europe). 

 

The facts are quite simple:

  • You need a "Fido" device
  • If you do not have a "Fido" device, it has to be one of "Fido's" approved devices for VoLTE or Wi-Fi calling
  • If you have the above, you can "try" to have Fido add the IMEI to their Whitelist to enable these features
  • If you have an unlocked device capable of VoLTE and Wi-Fi calling, but is not on Fido's list, they will not whitelist the IMEI...therefore those features will not work
  • If you have the old grandfathered real Visual Voicemail, it will not work with the native VVM in Android
hukerikar
I'm a Contributor Level 2

I have an update on this issue. Yes, there has been a lot of mis-information about this issue. LG G5 has the capability of Wi-fi calling and it has to work - regardless of the carrier. As I have mentioned in earlier posts all unlocked devices capable of Wi-fi calling has to work, and are working. So if some one tells you that it has to be a bought from a 'carrier' has to be a 'carrier' locked device and all that it is all...................you know what.

 

LG G5 is still a new phone and under warranty. Call LG customer service. I can tell you from my experience LG HAS ONE OF THE BEST CUSTOMER SERVICE. I called them, they gave me a CNN number, I sent the device to their service center FUTURE TEL in Markham. They gave me my device back in three days and lo and behold Wi-fi calling is now working fine on my device.

 

Good Luck

FidoTerry
Former Moderator

Welcome to the community @EFTC. Smiley

 

If you already have the Wi-Fi calling option enabled on your phone it should mean that you already completed the set up.

 

Did you try to place a call using Wi-Fi calling only? Did you also follow our Wi-Fi calling set up here: http://bit.ly/iOS9WiFiCalling ?

 



EFTC
I'm Qualified Level 1

Thanks for the detailed instructions from the link you provided.  I have followed the instructions applicable to the LG G4/LG G5.  I entered the correct confirmation code and clicked "SUBMIT" and the error message shows up. In other words, I was unable to progress past Step 5 and I get an error message instead of the "Terms and Conditions" screen.

 

I tried turning on wifi calling on both phones but the slider will just go back to "off" seconds after I turned it on.

 

Please help.  THanks.

FidoManuel
Former Moderator

Hey @EFTC!

 

Can you confirm the software version you have for each phone?

Also, do you have an LTE SIM card in both phones?



EFTC
I'm Qualified Level 1

Hello there,

 

Here's the information:

 

LG G4

Android Version 6.0

Build Number: MRA58K

Software version: H81220x

 

LG G5

Android Version 6.01

Build Number: MMB29M

Software version: H83110h

 

Both phones are purchased from Fido with latest LTE sim card installed.

 

FidoManuel
Former Moderator

Thanks for the information!

We'll focus on the LG G5 in that case, as we need Android software version 6.0.1 (or later) installed on the phone. 

Can you post a screencap of the error message you have when trying to activate Wi-Fi calling.



EFTC
I'm Qualified Level 1

 

Screenshot_2016-10-30-21-34-46.png

 

Thanks @EFTC!

 

We'll need to take a closer look into this so I'll be sending you a PM shortly Smiley

 

Talk to you soon!

 

 

 



EFTC
I'm Qualified Level 1

Thank you Fido and Support staff for getting Wifi calling to work.