Receive "device isn't eligible" error when enabling Wifi Calling on Google Pixel 8

[redwheeler]

Was wondering if someone could suggest next steps for this issue.

Steps to reproduce:

1. On my Google Pixel 8, select Settings --> Network & Internet --> Calls & SMS --> Wifi Calling --> Fido

2. Toggle the "Use Wi-Fi Calling" toggle to "On"

3. Wait for 60 seconds for the toggle to switch to "On"

4. Tap "Emergency Address"

Actual behaviour:

Fido website shows message: "Looks like you device isn't eligible for Wi-Fi Calling. Reach us at fido.ca/contactus"

Expected behaviour:

Some place I can enter in my address, I presume

Notes:

1. If I leave it toggled on my callls drop after a few minutes of talking

2. I tried it on two different Pixel 8 phones at two different locations / WiFi networks

3. Phone was purchased directly from Google

4. I did call in to Fido but the rep wasn't able to help aside from connfirm that I was following the right steps

Thanks so much for taking a look and for your advice!

[redwheeler · Accepted solution]

Tried connecting to WiFi Calling using the same Pixel 8 today and it worked fine. I suspect that when a new phone comes out, and Rogers / Fido begins selling that phone, some weeks or months must go by before they allow you to enable WiFi calling on it.

My phone is (still) not a Rogers / Fido purchased phone, but the same model is sold by Rogers / Fido. 

[redwheeler]

Unfortunately, I wasn't able to get Wi-Fi calling working on Fido so I moved over to Koodo where it works perfectly. Hopefully Fido is able to better support BYOP and this feature in the future!

[Original_Lucy]

Good morning @redwheeler , you may have to call in to tech support to have your device added for wifi calling. Unless your device came directly from Fido,  there's no guarantee that wifi callingcis going to work on your device out of the box. From your device, call *611 and select technical support and ask them to provision your IMEI for your device. Technical support will have better answers for you. You may also want to Google solutions for wifi calling if adding your IMEI doesn't work. Good luck

[redwheeler]

It was so nice of you to respond, thank you!

I called into tech support today, told them the issue, and requested allowlisting of the IMEI. They stated that WiFi calling is only supported for devices purchased through Rogers/Fido and since mine was purchased directly from Google, they could not help me. They did mention that non-Rogers devices "may or may not work".

I've seen reports of earlier Pixel versions supported, even when purchased direct from Google, so maybe I just need to give them time to eventually allow Pixel 8's. 

If anyone was successful getting a Pixel 8 set up by calling tech support, let me know, and I'll give it a shot with a different rep. 

[KAPABLE-K]

Hello @redwheeler,

What device were you using before and was WiFi calling setup and working already?

[redwheeler]

I was a new Fido customer that transferred in from Koodo. I was using a Google Pixel 8 on Koodo with Wifi calling, which worked fine. I moved to Fido under a Bring Your Own Device plan and was not able to get WiFi calling to work on that same Google Pixel 8.

I was hoping that I would be successful because Fido / Rogers does sell Google Pixel 8's.

I know that the experience with call center reps varies at Fido, and perhaps if I called back a few (more) times, I could get one to agree to provision my IMEI as suggested in this thread. The rep I talked to passed me to tech support and they refused to do it stating that WiFi calling is only guaranteed for a device purchased through Fido.

It was easier for me to just move back to Koodo as they were offering the same promo plan as Fido at that time.

I do really appreciate your response and the other folks in the community here. Thanks for trying to help.

[KAPABLE-K]

Hello again @redwheeler, sorry to hear you left because of this issue, I know because it's stated that if you did not get the device from Fido some features might not work including WiFi calling and when that happens it's just easier for everyone to refer to that line.

Strangely, you had that issue with the Pixel 8 because Pixel devices never had that problem, I've used a Pixel 5 and a Pixel 7 that was not purchased from Fido and never had issues, it would have been nice to try to figure this out but as long as you are happy with your current provider and everything works to you liking then its all good.

[Madmox2000]

I bought my wife a pixel 7 from bestbuy a couple of months ago and immediately got Wi-Fi calling enabled, no problem. My daughter has an iPhone 11, from Apple, works fine too. However, my oneplus 7pro, which has Wi-Fi calling working fine on my US Sim through tello, has never worked with Fido. I've called them about it and they gave me the same "only fido sold phones allowed" line. Never had to call for my wifi and daughter's phones, it just worked. 

[Cawtau]

Hello Madmox2000,

   Welcome to the community!

  Unfortunately, devices which are not available from Fido won't likely support certain features such as voLTE and/or Wifi-calling (see here). I understand with your wife and daughter's devices, Wifi-calling just worked. While they may not have purchased their devices from Fido, those devices were available from Fido.

  A different example would be Samsung devices. The Canadian version of those devices would likely be able to avail of Wifi-calling because it would be the same version as the one available from Fido. However, a US or Global version would likely not be supported for those features because those versions of the device are not available from Fido.

  Unfortunately, OnePlus devices are not available from Fido so they would not be supported for those features. I am not aware of any Canadian partnerships with OnePlus. I understand the OP may have been able to provide their device's IMEI to get their Wifi-calling functioning. However, if they were able to do so, it would have been because their device was also available from Fido.

  Not what you wanted to hear, but hope this helps 😀

Cheers