Unable to Receive Fido WiFi Calls

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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?

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Message 1 of 24
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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?

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Message 11 of 24
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Moderator
Moderator

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?



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Message 12 of 24
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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!

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Message 13 of 24
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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



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Message 14 of 24
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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.

 

 

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Message 15 of 24
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Moderator
Moderator

Re: Unable to Receive Fido WiFi Calls

Hey @AliKay

 

I'm sad to see you've been experiencing difficulties with this feature. I would like to take a closer look into your account so we can check out the details together. 

 

I'll send you a PM to get your account information. 



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Message 16 of 24
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I'm a Participant Level 1 Chrisisafish
I'm a Participant Level 1

Re: Unable to Receive Fido WiFi Calls

I have the same problem.  Did you find a fix?

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Message 17 of 24
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Moderator
Moderator

Re: Unable to Receive Fido WiFi Calls

Hey @Chrisisafish,

 

Welcome to the Community!

 

Have you tried to reset your network settings on your phone?

 

Also is it a Fido phone or you bought it elsewhere? 



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Message 18 of 24
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I'm Experienced Level 1
I'm Experienced Level 1

Re: Unable to Receive Fido WiFi Calls

try getting new sim,

then check apn setting,

make sure your are post paid customer

good luck

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Message 19 of 24
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I'm a Contributor Level 1 AliKay
I'm a Contributor Level 1

Re: Unable to Receive Fido WiFi Calls

After one year and more than 15 times contacting Fido and Rogers technical support, I am still where I was on day one!

 

When on flight mode or where there is no Fido reception, I am still unable to receive Fido incoming WiFi calls. I can only make Fido outgoing WiFi calls. Nobody could ever figure out how and why this is happening. 

 

Help, anyone?!!

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Message 20 of 24
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