Unable to Receive Fido WiFi Calls

Reply
I'm a Contributor Level 1 AliKay
I'm a Contributor Level 1

Unable to Receive Fido WiFi Calls

I joined Fido in January 2018 on a monthly plan(BYOD) and immediately enabled WiFi calling on my unlocked LG G4 as I have poor Fido network coverage in my area. 

 

WiFi calling worked like a charm. I even tested it on airplane mode. I had no problem with outgoing and incoming WiFi calls.

 

Now as of few days ago, I have noticed that I can only make outgoing WiFi calls. I am unable to receive and WiFi calls!

 

Mind you that all other features like using data and making regular GSM calls work fine.

 

Fido customer service was unable to help me and I am still where I started.

 

Any idea how to fix this?

Flag this to a Moderator
Message 1 of 24
2,018 Views
I'm a Legend Level 1
I'm a Legend Level 1

Re: Unable to Receive Fido WiFi Calls

Hello @AliKay,

 

Since the problem started did you install any new apps? You can also try doing a network reset in the phone settings and see if it fixes the problem.

Flag this to a Moderator
Message 2 of 24
1,104 Views
Former Moderator FidoPamela
Former Moderator

Re: Unable to Receive Fido WiFi Calls

Hey @AliKay

 

Did @KAPABLE-K's suggestion help? 

 

Keep us posted Smiley 



Flag this to a Moderator
Message 3 of 24
1,089 Views
I'm a Contributor Level 1 AliKay
I'm a Contributor Level 1

Re: Unable to Receive Fido WiFi Calls

I did install a security wifi camera. I am not sure if this was the culprit. I did uninstall it a while ago.

 

Still nothing. Did the network reset. No dice either!

 

This is so bizzar. How come I can make WiFi outgoing calls but am unable to receive any inbound WiFi calls? Shouldn't they be using the same port?

 

Fido transfered my problem to Rogers Tier 2 technical support. I have't heard back from them yet.

Flag this to a Moderator
Message 4 of 24
1,086 Views
Moderator (inactive) FidoRanya
Moderator (inactive)

Re: Unable to Receive Fido WiFi Calls

Thanks for keeping us posted @AliKay !

 

Please update us once you hear from technical support , you're in good hands.



Flag this to a Moderator
Message 5 of 24
1,076 Views
I'm a Legend Level 1
I'm a Legend Level 1

Re: Unable to Receive Fido WiFi Calls

@AliKay, try restarting your WiFi modem/router and also restart your phone. If you have a firewall enabled try disabling it and see if the out going calls start working again.

Flag this to a Moderator
Message 6 of 24
1,073 Views
I'm a Contributor Level 1 AliKay
I'm a Contributor Level 1

Re: Unable to Receive Fido WiFi Calls

Already did. Nothing seems to fix this!

 

WiFi outgoing calls: Working

WiFi incoming calls: Not working

 

The last thing that I am reluctant to do is to factory reset my phone! 

 

Fido/Rogers were unable to address/fix this issue.

Flag this to a Moderator
Message 7 of 24
1,059 Views
Moderator
Moderator

Re: Unable to Receive Fido WiFi Calls

Thanks for getting back to us, @AliKay!

 

Could you give us more details on what happened with technical support, what did they say?

 

 



Flag this to a Moderator
Message 8 of 24
1,021 Views
I'm a Contributor Level 1 AliKay
I'm a Contributor Level 1

Re: Unable to Receive Fido WiFi Calls

Rogers/Fido technical support finally got back to me via text last night. Here is part of what they wrote:

 

"...We have been unable to identify an issue at this time. If you're still having an issue, please contact us..."

 

I assume, the issue I have is phone based. I will factory reset my phone and see if this will resolve the wifi calling issue. 

 

Will keep you posted. 

Flag this to a Moderator
Message 9 of 24
1,005 Views
Moderator
Moderator

Re: Unable to Receive Fido WiFi Calls

Hey @AliKay,

 

Thanks for getting back to us!

 

Sounds good, keep us posted if restoring the phone helps.



Flag this to a Moderator
Message 10 of 24
995 Views
I'm a Contributor Level 1 AliKay
I'm a Contributor Level 1

Re: Unable to Receive Fido WiFi Calls

A quick update on this issue:

 

Last night I factory reset my LG G4 in hope that this will resolve this wifi calling issue, but it did not!

 

Mind you that I initially used my LG G4(Not purchased from Fido) and wifi calling was working fine until this problem started.

 

So I can now be sure that this is aFido network problem. I contacted Fido support. The rep had no idea what wifi calling is!!!

 

Anyways, I am back to aquare one. I have no idea what else I can do. Fido and Rogers tier 2 rech support was also unable to resolve my issue!

 

Amy suggestion?

Flag this to a Moderator
Message 11 of 24
871 Views
Moderator (inactive) FidoThomas
Moderator (inactive)

Re: Unable to Receive Fido WiFi Calls

Hey @AliKay,

 

Thanks for the update! 

 

In the message left by the technical support, they advised to contact them again if the issue persisted. Were you able to reach out to them again to reopen your ticket?



Flag this to a Moderator
Message 12 of 24
854 Views
I'm a Contributor Level 1 AliKay
I'm a Contributor Level 1

Re: Unable to Receive Fido WiFi Calls

 

I lost their text message with case ID as I factory reset my phone. Besides, I really doubt it would make any difference if I called them to follow up. They are very incompetent. They have no idea where to look or how to trouble shoot. They just have a list of of troubleshooting. If your problem is not listed, they can not help you. 

 

Even free apps like whatsapp and other calling apps are able to fuction flawlwssly once they verify your phone number but Fido network is unable to do so.

 

 

Shame, Fido. Shame!

Flag this to a Moderator
Message 13 of 24
826 Views
MVP
MVP

Re: Unable to Receive Fido WiFi Calls

Hello AliKay,

 


@AliKay wrote:...whatsapp and other calling apps are able to fuction flawlwssly once they verify your phone number but Fido network is unable to do so....

  Sorry to hear you're still having troubles receiving Wifi-calls. However, you should note that Wifi-calling is not the same as other internet-based calling. Wifi-calling is a little more complicated than your typical calling apps. Wifi-calls need to route through the networks whereas apps can connect calls directly via the internet (see graphic here). That is, Wifi-calls (IP) need to be transferred to the cellular network or public switched telephone network (PSTN) (outgoing; IP-->PSTN), or vice versa (incoming; PSTN-->IP), or both (outgoing and incoming; IP-->PSTN-->IP).

 

  That said, are you having troubles receiving Wifi-calls at all locations? Have you verified your local area network (LAN) is set up properly for Wifi-calling (see here)? I understand you are able to make Wifi-calls. Is it possible your LAN permits outbound but blocks inbound traffic from those ports (see here).

 

Hope this helps :Smiley:

 

Cheers



Flag this to a Moderator
Message 14 of 24
815 Views
I'm a Contributor Level 1 AliKay
I'm a Contributor Level 1

Re: Unable to Receive Fido WiFi Calls

 

Thank you for your reply but if wifi calling is limited to the router LAN port setup, then it defies the whole purpose of wifi calling all together cause you don't know or have access to the host wifi router wherever you go, right?

 

When I first activated wifi calling, Fido sent me a verfication code, which I then entered in the app and set up my 911 address and done!

 

I was able to receive and make wifi calls, no matter what wifi network I was connected to, public or private, for quite a while until incoming calls stopped working by itself. 

 

It is mind boggling how on earth Fido/Rogers are unable to fix this.

 

 

Flag this to a Moderator
Message 15 of 24
761 Views