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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I'm a Participant Level 2 Fid0isevil
I'm a Participant Level 2

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

What you just said is exactly violation of the law.

 

I have an unlocked Samsung Note 8, that Fido is blocking my VOLTE and wifi calling features.

 

I have files a compliant as well, because Fido has a bring your own plan, but blocking calling features to their customers.

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Moderator
Moderator

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

Hey there!

 

Thanks for commenting and we definitely do appreciate your feedback as we're always looking on ways to improve our customers' experience. We'll pass it along to the team in charge.

 

Don't hesitate to contact us if you have other questions or we can send you a PM right here if you prefer.

 



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I'm a Participant Level 2 Fid0isevil
I'm a Participant Level 2

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

I have already seek help from Fido, prior of my compliant.  Fido customer service and engineer refused to assist me with the situation.

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I'm a Participant Level 1 alexchan1122
I'm a Participant Level 1

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

I just got an unlocked Sony XZ1 Compact phone. I love the size of the phone that's why I got it. Fido doesn't have small size phone offer so that's why I bought it my own. However, I didn't know Fido limited feature on unlock phone. I also feel frustrated about that. I am paying for the plan but cannot get LTE network works. I am a loyal Fido customer but not able to use VoLTE and wifi calling? I will start looking elsewhere.

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Moderator
Moderator

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

Hey @alexchan1122,

 

Though I can totally understand where you are coming from, the truth is that Phones sold  by us, as certified Fido devices are optimized for use on our network while we cannot always guarantee full service on an unlocked device.

 

That being said, 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 20 of 105
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MVP
MVP

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

Hello Alexchan1122,

 

  Welcome to the community!

 

  Your issue with not being able to access the LTE networks might not be related to your phone's IMEI not being in Fido's inventory database as above. Where did you get your phone? Have you verified the phone is indeed compatible with the networks? I haven't been able to find any LTE band/frequency specifications for that phone (see here). The Canadian Sony official website doesn't even list the compact version on their website. In addition, that website doesn't list the specific bands/frequencies for the XZ1 either (see here). You can verify the compatible bands/frequencies here.

 

**edit** You should also note that certain features, like voLTE and Wifi-calling, are only available on certain compatible devices. Currently, I believe that would be the same situation with all of the mobile providers. The situation in this thread is slightly different because the posters have compatible devices, however, the IMEIs of their devices is not in Fido's inventory database.**

 

 Hope this helps Smiley

 

Cheers



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I'm a Contributor Level 1 user456912
I'm a Contributor Level 1

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

So this entire post happened to me too. Oddly, on a Google Pixel 2 XL direct from Google (even though there is no distinguishable differences now via software - credit: kenjuta). The latest update on the 2XL was enabling WiFi calling. 

 

Initially, turning on the WiFi Calling toggle, it let me go to the Fido page to register. Once i saved my info, it prompts error and i should call on. I asked the rep if they could reset my wifi calling and add my phone's imei. After X minutes, it's working. I have wifi calling but the wifi registration page is asking for me to re-register. Don't want to break what's working - so i let it be. 

 

tl;dr: if your phone has wifi calling and is not from Fido. ask them to reset wifi calling and add your imei to the system.

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I'm a Participant Level 3 prozess
I'm a Participant Level 3

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

I am having the same issue. How can we get whitelisted?

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Former Moderator FidoMaria
Former Moderator

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

Hi @prozess!

 

What exactly is the issue (WiFi Calling/VoLTE) and which phone are you using? Let me know. Smiley



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I'm a Participant Level 3 prozess
I'm a Participant Level 3

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

I'm using a pixel 2. When I make calls it does not stay on LTE even though the VOLTE option is on. And when I try to setup wifi calling I get an error saying my phone isn't compatible.

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Moderator
Moderator

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

@prozess

 

Simply to confirm, you can't connct your phone to WI FI at all?

 

Or it's WI FI calling that you are trying to use here?

 

 



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Message 26 of 105
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I'm a Participant Level 3 prozess
I'm a Participant Level 3

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

WIFI works fine. WIFI calling does not.

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Community Specialist
Community Specialist

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

Hey @prozess, I replied to your other post here about this.



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

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI


@FidoMaria wrote:

Hi @Kenjuta,

 

We don't have a whitelist with IMEIs that can or cannot use our services. Fido phones are simply configured to work on our network and are tested prior to being added to our product line.

 

While most of our services will work with unlocked phones, we can't guarantee that all services will work properly.

 

Let me know if you have any other questions.



I don't want to be rude, but that's a LIE to say that you don't have an IMEI whitelist for Fido devices. You do have one as the problem is not that the phone is incorrectly configured, but that you are unable to add the IMEI to your system for that reason, and it is voluntary. As I said, a phone configured the same way as a Fido purshased phone, with the FMC (Fido) CSC and everything should normally work without your whitelist. It does work with a lot of carries in USA by simply asking them to enable it (they add the IMEI in their system), like T-Mobile or AT&T for example.

 

At least be honest to your customers and don't mislead them.

You do that for people to buy phones directly from you and lock them up in a 2 years contract.

 

You were able to do that for unlocked iPhones with customers and Apple pressure, you can do it for Android phones too. It's been years people are asking for it. Browsing the internet, I've seen people complaining to the CRTC about that, good luck.

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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'm not quite sure why Fido is insisting that this won't work on phones not purchased from them.  Pretty flimsy excuse if you ask me.  I would ask them to reconsider their stance on this since on the face it seems very anti consumer.

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