Hi @nupuchak
First, sorry for the bad the service you got :(. Normally the Fido service is great. I'm here as an user to help you in your situation. I will explain in technical details why u can't get Wifi Calling. Samsung make for example Galaxy S8 worldwide. The Galaxy S8 is the cell phone name, but every carrier and every country have different model and different Firmware and baseband rom. So S8 is only a name, you need to check the model, firmware rom & baseband rom. Rogers/Fido was the model SM-G950W, with a Rogers Firmware and baseband rom. So to get Wifi Calling u need to have the Samsung SM-G950W unlocked with Fido/Rogers, with a rogers/fido system rom & baseband rom, purchased from him.
Have a nice day 
Sincerely yours, khouya
Hello Nupuchak,
Welcome to the community!
Sorry to hear you've not had a positive experience with customer support. However, the information provided was not necessarily false or inaccurate. Generally, devices not purchased nor available from Fido won't likely be supported for certain functions, like voLTE and Wifi-calling. However, Fido has allowed certain grey-market (ie Canadian version of devices carried by Fido but purchased elsewhere) to use the service. Those included Samsung Galaxy S8 and above (see here).
I understand both of your devices were bought outright and you have BYOP plans. However, that does not provide any information regarding the devices themselves. Depending on where you purchased your devices, it's possible your husband's device originally came from Rogers. If that's the case, its International Mobile Equipment Identity (IMEI) would identify it's from Rogers (see here). Since Fido/Rogers share the same networks, that could explain why the feature works with your husband's phone.
If your phone did not originate from Fido or Rogers, that could explain your difficulties enabling Wifi-calling. It would also explain why your device IMEI does not register as being from Fido. That said, as previously mentioned, Fido has allowed certain grey-market devices support for Wifi-calling. However, your device would need to be the Canadian version of the Galaxy S8 (SM-G950W) for it to be considered grey-market and be supported. If your version of the Galaxy S8 is not the Canadian version, unfortunately, I don't think it would be supported for the feature (even if the option is in the settings). Is it possible you have a different Galaxy S8 variant?
@nupuchak wrote:
...
- My husband asked to confirm according to her which one is the right cause (as she was making different inconsistent statements) of not enabling WiFi calling facility on my Galaxy S8 - A) Galaxy S8 is older Model and does not have WiFi calling facility or B) I did not purchase my Galaxy S8 from Fido so I can’t have WiFi calling?...
I hope I was able to address your concerns. However, regarding those specific queries:
A) The Galaxy S8 is capable of Wifi-calling. However, only the Canadian version of the device would be supported on the networks.
B) Generally, devices not purchased from Fido (or Rogers) won't likely be supported for Wifi-calling. However, in some cases, grey-market devices have also been supported. That said, they do state in the FAQ: If you have a non-Fido Android device (e.g., you did not buy your device from Fido), Wi-Fi Calling will not work.
If your device is the Canadian version of the Galaxy S8, you might consider re-contacting customer service to see if they can re-attempt to enable the feature. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.
Hope this helps 😀
Cheers
Hello again,
@nupuchak wrote:
... I am not very clear about, what do you mean by "Canadian version of the Galaxy S8"?...
No worries. Samsung makes their devices with slight variations depending on the region they are intended on being used. Some of those differences might include differing bands/frequencies and/or different chipsets, etc. To differentiate the different versions, or variants, Samsung adds a specific letter to the end of the model version to designate the region. For example, the Canadian variant is SM-G950W while the European (or Global) variant is SM-G950F (see here).
You should be able to determine the model version number for your device via Settings --> About Phone. The model name and model number should be provided, as well as serial number and IMEI, etc (see here). If the model number listed is SM-G950W, then it would be the Canadian version of the Galaxy S8.
I understand you purchased the device through a retail store in Toronto. However, some stores might have sold versions from elsewhere. It can be fairly common to find the Global (F) or AT&T (U) versions being sold around the city.
Unlike the in the US, all of the different Canadian mobile service providers offered the same model version (SM-G950W) of that phone. The only difference would be branding and some minor software variations. Since they are all the same model version, they are likely to be supported on the different networks.
If your phone is the SM-G950W, you might let customer service know it is the Canadian version and inform them you are aware of other grey-market Galaxy devices with those features functioning. If they are not familiar themselves, they might need to find someone with more experience regarding grey-market devices.
Unfortunately, if you have one of the other variants, I don't think you will be able to get those features to work on the networks.
Hope this helps 😀
Cheers
