Wifi Calling worked & stopped working

Wifi Calling worked & stopped working

Wifi Calling worked & stopped working

SOLVED
andre88224
I'm a Participant Level 2

Wifi Calling worked & stopped working

Hi,

 

I am using an ulocked iphone. I just swithched to Fido yesterday from Rogers, and I gave my IMEI to the rep. I successflly activated Wifi Calling, and it worked for a couple of hours. Then it was turned off some how, and when I tried to turn it back on, it says to allow this account use wifi calling, please contact Fido.

 

I chated with support, she helped me reset my network setting on her end, and I did on my iphone too. Right now, it pops up a websit, similar layout as the one that let you fill out the first time when you try to active it. But it says unable to process your request.

 

Anyone can help please?

 

 

 

Accepted Solution

Re: Wifi Calling worked & stopped working

Solved by Former Moderator FidoCatherine

Hi there @andre88224

 

Thanks for reaching out!

 

We actually have an interesting article about "Enabling Wi-Fi Calling" on or Fido Community, I would invite you to check out the details HERE 

 

As noted on this article, your compatible device must have been purchased from Fido. If you have a non-Fido device and no conflicting services, Wi-Fi Calling may work, but we can’t assure that the feature will work properly!

 

If you're using an Unlocked non-Fido device, that may be the reason for the difficutlies you're experiencing. 

 

I hope this helped in some way 😃 

 

 

View solution in context
57 REPLIES 57
Janeethan
I'm a Participant Level 2

Recently i Switched from Rogers to Fido. I bought iPhone 11 Pro Max from Apple Store. When i try to activate wifi calling it says to allow this account use wifi calling, please contact Fido. I talked with 3 Support Person. They reset my network setting on their end, and I did on my iphone too. still problem couldn't activate. someone said i have to buy phone from Fido in order to activate this i feel this is unfair. Fido bought from Apple too. please white list my imei number i can do activate my wifi calling. someone please fix this for me

Hey @Janeethan! Philippe here. Welcome to the community. Smiley

 

If you have a non-Fido device and no conflicting services, Wi-Fi Calling may work, but we can’t guarantee that the feature will work properly (see here). That said, we'll be happy to review what was done to get this working for you, if you wish.

 

Just request a PM from the community for that.



Wickkedd
I'm a Contributor Level 1

It is quite evident that Fido intentionally blocks wifi calling and VoLTE on phones that were not purchased by them. Their agents say that these phones are not "guaranteed" to work, which leaves some interpretation that thay "MAY" work...however, they seem intentionally blocked. Here's my example:

 

Have a note 9 from Rogers. VoLTE and wifi calling work. I then use my samsung-purchased note 9, which has the SAME software as a fido phone, has the FMC (Fido) CSC and firmware, and I pop in my fido sim. Immediately, VoLTE and Wifi calling start to work!! This means the phone fully supports these features. However, after about 15 minutes, my IMS status goes back to not registered, and the features stop to work. This is purely intentional, just because my device IMEI is detected as a non-fido device. 

 

Some people here have had success by posting on here, and someone from tech support manually adding the IMEI of the device into the whitelist database. I am hoping someone from Fido can make this right. This was the reason I left Fido in the past, and I may want to leave again. It is clear that when I put my SIM in a fido device, then take out my sim and put it in my samsung-purchased device, the feature works for a while, which clearly suggests the device is more than capable of using these features, but is then intentionally blocked once the IMEI gets detected. 

FidoThomas
Moderator (inactive)

Hey Wickkedd, 

 

We moved your post here since it's an ongoing thread Smiley

 

I'll send you a PM and have a closer look at this with you. We'll try some troubleshooting and see if we can help!

 

Talk to you soon!



Wickkedd
I'm a Contributor Level 1


@FidoThomas wrote:

Hey Wickkedd, 

 

We moved your post here since it's an ongoing thread Smiley

 

I'll send you a PM and have a closer look at this with you. We'll try some troubleshooting and see if we can help!

 

Talk to you soon!


Thanks Thomas, responded to your PM a while ago and waiting to hear back. I'm hoping you can help.

Hey there @Wickkedd

 

We've replied to your PM and will continue with you there!



SAA2
I'm a Participant Level 2

I have teh same issue I tried to buy the phone from Fido but there Price was higher than Samsung when I bought it I called them and they said the phone will be the same

 

Two days I called they said to me it will be the same which mean I have to pay more than full price to get Fido software installed in the phone

 

Can anybody please advise if this part can be filled to CRTC as it seems that is not fair they force us to buy from Fido in higher price with fido software and it is consider unlocked phone if we buy from anotehr supplier than Fido not offer the service we pay for it everymonth

FidoPamela
Former Moderator

Hey @SAA2

 

We're sorry to learn you're having trouble using the service. 

 

We always try to make sure all of our customers can make the best of our services but there are some services we can only guarantee on Fido phones. 

 

WiFi calling is not a service we guarantee and as such it is not listed as a feature in all plans. This is in accordance with the CRTC's regulation. 

 

That being said, we'd love to take a look at your account to troubleshoot with you and see if we can help. 

 

I'll be sending you a PM in just a moment. Chat soon Smiley 



patrickchan
I'm Experienced Level 1

same thing happened to me,

get new sim card again (in your case), get fido people to check your apn settings etc..

then have them to confirm and turn-on your wifi calling and VoLTE as well. (you have to be post-paid customer).

good luck

FidoPierre
Moderator (inactive)

Hey @Segzy

 

 

I'm sad to see you feel this way. Our features and services are optimized to work with Fido certified phones but we cannot guarantee it to work at 100% on non-Fido devices. 

 

We would hate to see you go. I'll send you a PM so we can take a closer look into this together. 



modelcitizen
I'm a Participant Level 2

Totally having the same experience. awful. I had just spent 2 hours on phone calls with Fido to sort this out. But the answer is very disappointing. I have been with Fido since the beginning and my S7 Edge had work just fine on wifi calling and even after siwtched to S9 plus it worked fine for couple of months until recently all of a sudden the wifi calling stopped working. We all know that the service providers are now obligate to unlock their phones if customer requires. And Rogers/Fido are currently the only two provider using such an unconvincing excuse to block their clients from good services. I hope they hear and make changes rather than keep making things more complicated. Maybe it is time to port out.

Hey there @modelcitizen

 

Welcome to the community Smiley

 

Thanks for your feedback, we'll also be sure to have it forwarded.

 

In the meantime, if you'd like to follow up on your recent interactions we'd be happy to send you a PM and look into it.



andre88224
I'm a Participant Level 2

Hi,

 

I still can't turn my wifi calling on. Can someone send me a PM?

 

Thanks

FidoPierre
Moderator (inactive)

Hey @andre88224

 

I am sorry to see you're still experiencing issues with this feature. I'll send you that PM right away so we can check out the details together. 



njh
I'm a Participant Level 1
I'm a Participant Level 1

I've been with Fido from the very beginning and there were some very tough times when it looked like Fido wasn't going to make it plus cell service dropout was an issue. But, I hung in there. 

 

I have bought all my phones through Fido but I decided to buy an unlocked one this time through the Apple Store for a few reasons. I live in an area where Fido cell service is pretty much useless and I've complained about this for years but nothing has changed. So, when I heard about WiFi callling it was a promising solution and one I, and folks like me, deserve for our loyalty and for having such bad cell service in our area. 

 

Having a technical background I REFUSE to believe that Fido can only support phones bought from Fido. If their techs have a reasonable skill level they can change the code of the backend to allow for unlocked phones, instread of punishing us. Which is really what this is.

 

Fix this Fido, or put a new tower in the White Rock/South Surrey area. And please, do NOT suggest that my issues with cell service are because of my proximity to the border. I say this, because my Fido service is much better when I'm in Blaine. Explain that one. Or, maybe I've hung in long enough and need to consider another cell provider. 

Hello Njh,

 

  Welcome to the community!

 

  I cannot comment regarding Wifi-calling because I am not familiar with that service.

 

  Judging by this screen capture, there are not many cellular towers in the area.

WhiteRock.jpg

Taken from here. I cannot vouch for accuracy.

 

  Cellular reception would vary depending on where you are located in relation the cellular towers. In addition to proximity to the cellular towers, there are many factors which can impede those signals from reaching your phone (ie topograpy, buildings, etc). I only mention it because while the closest tower to Blaine is at 8 Ave, there would be relatively less obstruction from a golf course. That could be the reason why you get better reception in Blaine.

 

  Have you enabled roaming? Depending on your plan, you might be able to access Extended Coverage and connect to the other towers as Fido-EXT. While there should be measures in place to prevent US tower roaming in Canada, you might consider trying to connect to Fido-EXT manually. If you have a compatible plan, there are no additional charges for using extended coverage. However, it may not be a solution for your situation. Extended coverage use is only meant on a temporary basis. If you spend more time on Fido-EXT than you do on Fido, then the service might get blocked.

 

  You suggested Fido/Rogers install a new tower in the area. Are there any restrictions regarding the placement of new cellular towers? In the township of Langley, there is the municipal telecommunications tower policy that requires a vote from residents regarding the placement of certain towers. Sometimes it's not as simple as just putting up a new tower...

 

Hope this helps Smiley

 

Cheers


FidoManuel
Former Moderator

Thanks for the feedback @njh! I'll forward it to the team in charge of that feature. 

 

Regarding the network, we're always working on getting our network in more places. I see White Rock is fully covered by our network but you're also close to the boarder.

Can you try to disable the roaming on your phone so it doesn't try to bounce from our network to a US network. 

Also disable LTE to see if that makes a difference in reception. 

 

Keep me updated on the results.



FidoCatherine
Former Moderator

Hi there @andre88224

 

Thanks for reaching out!

 

We actually have an interesting article about "Enabling Wi-Fi Calling" on or Fido Community, I would invite you to check out the details HERE 

 

As noted on this article, your compatible device must have been purchased from Fido. If you have a non-Fido device and no conflicting services, Wi-Fi Calling may work, but we can’t assure that the feature will work properly!

 

If you're using an Unlocked non-Fido device, that may be the reason for the difficutlies you're experiencing. 

 

I hope this helped in some way 😃 

 

 



andre88224
I'm a Participant Level 2

Hi Catherine,

 

Thanks for your reply. I have read the article about only Fido contract phone can use this service.

 

 

I am curious why it was ok for a couple of hours after I activited it, and I even got an email says I successfully opened wifi calling. Then it seemed locked, I gave Fido correct IMEI, and it did work for a while. 

 

So I don't believe the whole only Fido phone can use wifi calling explaination. And lots of people have the same situation like me.

 

Thanks

Northa60
I'm a Participant Level 1

I have the exact same problem > I have spent countless hours on the phone, on online chat, on FB messenger with Fido and they tell us it's Apple. We live 2 hours by plane away from a city. My husband was down and went to Apple, Apple tells him it's Fido. Needless to say I'm pissed because we live in an area where the cell phone towers are congested and we have very poor service. My wifi calling worked completely fine until that big update, now it doesnt work. My husbands wifi calling works no problem but his phone is not unlocked. 

Has anyone had success in having wifi calling work with their unlocked phone?