Fido block VoLTE and Wifi Calling by blacklisting IMEI

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I'm a Participant Level 3 quenting96
I'm a Participant Level 3

Fido block VoLTE and Wifi Calling by blacklisting IMEI

Hi,

 

I've just got a Fido Pulse plan recently, bringing my own device, an unlocked Samsung Galaxy S8 purchased directly from Samsung. I chose Fido mainly because of VoLTE and Wifi Calling. I installed the lastest Fido firmware on my phone to make sure there is no compatibility problem with the network. The CSC code of my phone (in the settings menu) is FMC, which is the Fido one. VoLTE and Wifi Calling options are present in the settings.

 

When I enable VoLTE, calls still fall back on the HSPA+ network. For the Wifi Calling, when I click the link to configure the address, I receive the verification code but it tells my phone seems incompatible and to contact the Fido support.

 

 

Fido/Rogers, this is a real shame. My phone is indistinguishable from a Fido one and is fully compatible. Well, the only difference is that you didn't get the money...

 

It doesn't work because you don't allow non-Fido purchased phone based on their IMEI to register on these networks, for no reason. Some people had luck and customer support were able to add their IMEI in the database to get it work, but a lot, including me, don't. I had this luck with an unlocked iPhone 6 with Rogers (after "fighting" with the customer support for over 2 weeks), but this time, it's been a while I ask them but they say they're unable to do it, that the technical support will call me back in 24h-48h but they never call back or that they're unable to join them. There is no technical problem here, it is just an anti-consumer practice.

 

So I post this here for everyone to see and for people who might consider to bring their device to Fido to be warned about this (even though there are a lot of other post about this), and for you to see their real face, they're just greedy. To get $50+ for a few Gb isn't enough, they want you to buy the same phone you have from them.

 

And maybe a representent from Fido can help me to get the technical support to contact me to fix this problem before I give up?

 

What you, Fido/Rogers, seem to forget, is that people who bring their own devices do not have any contract, they can leave whenever they want. And as the CRTC ban the anti-consumer practice of locking cellphones and unlocking fees, people will be able to move between carriers freely, and it will be a real mess for you.

 

We are a lot in that case, you're going to lose a lot of clients. And don't forget you're not only in competition with other carriers but also with all VOIP services we have now, from Whatsapp to VOIP.ms

 

P.S. VoLTE and Wifi calling are no more "future technologies", they are today's technologies. LTE is the main network now, almost everybody use it, and you still prevent us to call on this network. As for Wifi Calling, it is important for people who live in basement or in the country side with a poor network quality. It also relieve the towers as there will be less network trafic.

 

 

 

Accepted Solution

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

Thanks for your feedback @quenting96 . I hear where you are coming from, a lot of our users have unlocked phones and would like to benefit from this feature and it's definitely feedback that I'll be forwarding. 

 

At this moment unless the device was directly purchased from Fido it's not possible to make this happen, it is however possible with iPhones as you pointed out.  I know this is not new information to you and it definitely looks like you tried to do everything on your end to make it work. 

 

As I said for now I'll forward your feedback and if anything changes I'll be happy to let you know!

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Former Moderator FidoPamela
Former Moderator

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

There are different requirements for the service to work and we can only ensure phones meet these requirements when they are Fido phones at this point in time. As we mentioned, we're always working on new technologies and being able to offer this service to all of our customers, regardless of the type of phone, is definitely something we'll be working on as we build system functionality.



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I'm a Participant Level 1 aummua
I'm a Participant Level 1

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

That's it! I had enough!  I was on the fence til I read through all the posts of this thread, but this sheer absolute ridiculous despicable shameful, and quite frankly, customer insulting policy on the part of Fido is the last drop.  VoLTE/WiFi calling only on Fido-purchased phones???   

 

And the litanny of canned answers from the moderators...  unbearable!!! 

 

It is not a technical issue, you dingdongs.  Why can't you be honest about it like the other users on here have asked repeatedly?  

 

Fido's unwillingness to come clean on this issue is the last straw. Not only will I cancel my service and break my 2-year contract--yeah, that's right, this is making me so mad I do not care I have to pay a penalty.  So not only will I cancel, and not only will tell and ask all my friends and relative who are Fido customers to switch as well (it's gonna be an easy sell anyway since I just found a much better and cheaper way to make calls and send SMS/MMS messages), I will go one step further and start an online campaign against you and get my lawyers on the case and start proceedings with the CRTC. It's not about the money--at this point, it's about principles.

 

Shame on the bizdev team.

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Message 42 of 105
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I'm a Contributor Level 1 grreaghb
I'm a Contributor Level 1

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

I agree that honesty is lacking from Fido.  It is very obvious that they actively block outside phones, but they won't say that.  They will say that it "may" work, but in reality it has no chance of working since they have made it impossible for it to work.

 

Bell & Telus allow outside phones to work with Wifi Calling and VOLTE.

 

I encourage you and everyone else reading to file a complaint with the CCTS.

 

https://www.ccts-cprst.ca/

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I'm a Participant Level 3 bmbhkjhkh6
I'm a Participant Level 3

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

The user in question's phone meets the requirements to use VoLTE and Wifi Calling.

The issue that Fido customers are having with your response, and that of your colleagues, is that you aren't giving the clear answer that we already know: if the Rogers/Fido backend detects a phone with a Rogers or Fido SIM card installed, it checks:


1) Is the device compatible with VoLTE/Wifi calling (i.e. Samsung S8, S8+, etc)? If yes, it goes to step 2)

 

2) It then checks the IMEI of that phone against a list of phones sold directly from Rogers/Fido. If the phone wasn't sold by Fido/Rogers, it blocks VoLTE/WiFi calling. This is the issue. Bell doesn't do this, Virgin Mobile doesn't do this, nor does Telus. The only reason Rogers/Fido does this is to frustrate BYOD customers into buying a device from them. It isn't fair though, as we are all paying you the same amount for our plans. It also appears that in doing this, Fido is breaking the law set out by the CRTC. Whatever Fido may state in the terms and conditions about locking services away from unlocked devices is likely void if there's no technical limitation on a customer's phone. You may soon find that Fido and Rogers are in hot water over its practices that are in contradiciton of CRTC rules.

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I'm a Participant Level 1 Atomicbear
I'm a Participant Level 1

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

I recently bought a FIDO iPhone 8, with Fido SIM card and I'm having the same issues.  I spent over 2 hours yesterday with support (that's another story entirely - I won't get into that right now) trying to enable WiFi calling.  I keep getting the message "To allow WiFi calling on this account, contact Fido".  So, it appears that even with a Fido purchased phone and SIM, they are having problems with enabling WiFi calling.  I've done everything I found on the internet to try to get it to work, including Reset Network Settings, having Fido "add" my IMEI to their "list", having Fido "Reset my account" (whatever that means), etc.  Still nothing.  I now have a level 3 ticket started to try to resolve this.  I'll update this post when and if I get a resolution.

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I'm a Contributor Level 1 grreaghb
I'm a Contributor Level 1

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

The funny part is that they don't block outside iphones.  I assume Apple made it clear to carriers that they are not to be blocked.  Too bad Android manufacturers didn't put the same pressure on the carriers.

 

I did receive a funny text the other day on my non fido LG G6 that said that they were implementing an Alert system and functionality would be added to a future software update.  Considering my phone is identical in everyway to a Fido LG G6 I bet this service works just fine on my phone, while Fido/Rogers continues to block paying customers from using Wifi Calling and VOLTE.

 

Hilarious.

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Message 46 of 105
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I'm a Contributor Level 3 Zxaz
I'm a Contributor Level 3

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

Spoke to an agent yesterday on the french side......she even ask to the technicians!!   He (technicians) replied that when a new phone is out...they dont block it...it just that they privilege their phone first...for many people like us who bought their phone directly at samsung wich i prefere by far...we will have to wait a month or two the time they put all phone with subscription on their system....but at the end we gonna have volte and wifi call and all the option like the fido branded phone....

 

It just take some patience.......

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I'm a Contributor Level 1 grreaghb
I'm a Contributor Level 1

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

That is completely untrue.  Fido only allows fido purchased phones to use VOLTE and Wifi calling, period.  This comes directly from the office of the president.  I opened a complaint with CCTS and Fido told me this directly. No grey area, no sometimes, they do not allow it.

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MVP
MVP

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

Hello again,

 

  How do you explain the fact that there are non-Fido phones which are able to use those services?

 

  Fido does not block non-Fido phones from using those services. However, they can not guarantee that those services will work on a phone which was not purchased from Fido.

 

Cheers



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I'm a Contributor Level 3 Zxaz
I'm a Contributor Level 3

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

Grreaghb Time will tell......last june i bought from samsung a s8+....around 3 week later i've tried the wifi calling and everything was working...volte everything....

 

I dont tell you that your wrong....but dont see what kind of interest fido would have to block their own customer? There is no grey aera since i have a canadians version..... Will have a look about it anyway.....will see in some week

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