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
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Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

We're always working on new technologies and ways for our customers to help you make the best of our services. We'll update this thread should the service become available later on. 

 



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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

Working on "new technologies"? I'd just like to be able to use the technology that they have already implemented unimpeded by an IMEI whitelist and anti consumer activity.

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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


@grreaghb wrote:

Working on "new technologies"? I'd just like to be able to use the technology that they have already implemented unimpeded by an IMEI whitelist and anti consumer activity.


I found a solution: I've just switched to Virgin Mobile (Bell) and while they haven't implemented Wifi Calling for Android yet, they provide IMS services for any unlocked and unbranded phone, no whitelist or any **bleep**. VoLTE works great! On the phone they said to me it's not necessary to add the IMEI in my account for it to works but I asked them to do it anyway just in case and they did it without any question.

 

Bye Fido!

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Moderator
Moderator

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

We're sad to hear you cancelled @quenting96 Sad

 

We always want our customers to have as many new features possible, however with some unlocked phones it isn't something that we can support.

 

If ever you change your mind, we'll be more than happy to have you back Smiley 



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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 the issue.  Fido already supports it!

 

Take for an example the LG G6, which Fido supports for wifi calling.  There is one model of the LG G6 for Canada (H873) which all the carriers sell, ie. a Telus G6 is identical to a Fido G6 in software and hardware.  The only difference is that Fido only allowing access to wifi calling and VOLTE to phones only purchased from them.  I for one, believe this is against the spirit of the CRTC ruling regarding selling locked phones.  While the phone itself can no longer be carrier locked by law, Fido has now essentially locked their services to outside phones.  Its a shady practice and it does nothing to inspire confidence in your customers.

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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

My last post was removed presumably because I linked to telus and their wifi calling policy. It seems only Rogers and Fido are blocking phones that aren't purchased from them.

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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 see Fido has no reply for this, mostly because it would be impossible to defend their position without saying that they are actively acting against their customers best interests.

 

Simply stated if you didn't buy your device from Fido, you won't get all of the feature of the plan that you are paying for.  You are still paying for them, but you can't use them because they decided to only allow their "own" devices to access them.  Even though their "own" devices are the same across all carriers since the CRTC forced them to end the other anti-consumer practice of locking phones to carriers.  Other canadian carriers seems to have no problem with allowing wifi calling for outside devices, just short-sighted Rogers/Fido acting in exactly the manner that you would expect them to.

 

Truthfully, I've had good experiences with Fido, and do enjoy their people and service, but this policy is very disheartening.

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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

Still no response from Fido?  I'll tell you what, how about you authorize my IMEI in your system to have wifi calling and VOLTE and if it doesn't work, or my phone explodes it's completly my fault.  Shouldn't it be my choice as a customer to use and have access to all of the services that I pay for?

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Former Moderator FidoPamela
Former Moderator

Re: Fido block VoLTE and Wifi Calling by blacklisting IMEI

Hey @grreaghb

 

As previously mentioned in this thread, this is not something we block but rather something we don't support at this time. 

 

We can't guarantee all functionalities on non-Fido phone. This is part of our terms and conditions. At this time, it is not possible to guarantee this feature unless you have a Fido phone. 

 



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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

You've said two different things in your response. Fido can only provide these services to Fido purchased phones, and Fido doesn't actively block. I wonder how they know which phones are purchased from them? Must be magical powers, or an active imei whitelist which blocks all non Fido phones. I'd rather not get a response if it's going to be a complete falsehood.

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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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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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