Wifi Calling worked & stopped working

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I'm a Participant Level 2 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

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 😃 

 

 

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Message 1 of 55
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I'm a Contributor Level 1 Berlo
I'm a Contributor Level 1

Re: Wifi Calling worked & stopped working

@FidoPierre  No, I think we can assure that Fido is making things more complicated for customers with unlocked phones and saying "we cannot guarantee full support for this service on an unlocked phone" is not honest. You deliberatly block them with the IMEI.

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I'm a Participant Level 1 R_onan
I'm a Participant Level 1

Re: Wifi Calling worked & stopped working

same issue here. I brought my device to Fido and now they are restricting access to wifi calling. It would be better support if they allowed it (by NOT blocking the IMEI) and ask users to sign off that you may have mixed results. If there is another legitimate reason I would like to hear it, but i doubt the quality is the issue...

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Moderator
Moderator

Re: Wifi Calling worked & stopped working

Hey @R_onan!


What type of device is it?


If it's an iPhone, the service will work even if it was not purchased from us (as long as it has iOS 9.0 or above). If it's an Android, it must be purchased from Fido and at this time the service is offered on these Android phones:

 

  • Google Pixel2
  • Google Pixel2 XL
  • LG G4 (must be on Android 6.0 or above)
  • LG G5 (must be on Android 6.0.1 or above)
  • LG G6 (must be on Android 6.0 or above)
  • LG Q6
  • LG V30
  • LG Xpower 2
  • Samsung Galaxy A5 (2017)
  • Samsung Galaxy A8
  • Samsung Galaxy Note 8
  • Samsung Galaxy S6 and Samsung Galaxy S6 edge (must be on Android 6.0.1 or above)
  • Samsung Galaxy S7 and Samsung Galaxy S7 edge (must be on Android 6.0.1 or above)
  • Samsung Galaxy S8 and Samsung Galaxy S8+
  • Samsung Galaxy S9 and Samsung Galaxy S9+

 

I hope this helps! 



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Message 33 of 55
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I'm a Participant Level 2 modelcitizen
I'm a Participant Level 2

Re: Wifi Calling worked & stopped working

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.

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Message 34 of 55
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Moderator
Moderator

Re: Wifi Calling worked & stopped working

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.



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Message 35 of 55
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I'm a Participant Level 1 Segzy
I'm a Participant Level 1

Re: Wifi Calling worked & stopped working

It was a mistake switching to Fido, but good thing I haven't paid them any money yet. I'll just go back to my old network. There's no network in any developed country that will lock network features because you're using an unlocked phone. It's ridiculous . 

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Message 36 of 55
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I'm Experienced Level 1
I'm Experienced Level 1

Re: Wifi Calling worked & stopped working

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

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Moderator
Moderator

Re: Wifi Calling worked & stopped working

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. 



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Message 38 of 55
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I'm a Participant Level 2 SAA2
I'm a Participant Level 2

Re: Wifi Calling worked & stopped working

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

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Former Moderator FidoPamela
Former Moderator

Re: Wifi Calling worked & stopped working

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 



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I'm a Contributor Level 1 Wickkedd
I'm a Contributor Level 1

Re: Wifi Calling worked & stopped working

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. 

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Moderator (inactive) FidoThomas
Moderator (inactive)

Re: Wifi Calling worked & stopped working

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!



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I'm a Contributor Level 1 Wickkedd
I'm a Contributor Level 1

Re: Wifi Calling worked & stopped working


@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.

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Message 43 of 55
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Moderator
Moderator

Re: Wifi Calling worked & stopped working

Hey there @Wickkedd

 

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



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I'm a Contributor Level 1 AnonymousUser
I'm a Contributor Level 1

Re: Wifi Calling worked & stopped working

According to @FidoStephen here:

Phone Compatibility: 

 

iOS

  • Have an iPhone 5C, 5S, 6, 6 Plus, 6S, 6S Plus, 7, 7 Plus, 8 or 8 Plus, iPhone X with iOS 9 or later installed. You’ll also need to update your carrier settings when you get the prompt at the end of the OS installation.

 

ANDROID

  • LG G4 with Android software version 6.0 (or later), LG G5 with Android software version 6.0.1 (or later), LG G6, G7, V30 or X power 2 with Android software version 7.0 (or later).
  • Samsung Galaxy A5 (2017), A8, S6, S6 Edge, S7, S7 Edge, S8, S8+, S9, S9+, Note 8 with Android software version 6.0.1 (or later).
  • Google Pixel 2/Pixel 2 XL with Android software version 8.1 (or later).

 

What else you need:

 

  1. Have your phone’s Wi-Fi Calling feature turned On.
  2. Be signed up for a voice and data plan with a monthly bill.
  3. An LTE SIM inserted into your device.

 

Note: Wi-Fi Calling isn’t available to Prepaid service customers.

 

*If you have any of the following features, you won’t be able to use Wi-Fi Calling:

  • Data blocking
  • Teletypewriter

QUESTION:

Does that mean that Fido does NOT support WiFi-Calling for:

-iPhone SE (although iPhone 5C/5S/6/6S are supported by Fido)

-Data-Only plans (nonetheless capable of charging for incoming/outgoing local/LD calls and SMS/MMS)

-Tablets that are capable of incoming/outgoing SMS/MMS

-Android Built-in features or Android/iOS apps that limit/monitor data usage?

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