Hello Chilipawai,
Welcome to the community!
While old SIM cards could account for your devices accessing the '3G' networks, that might not be the reason you received those email notices. What device are you using? I understand your devices might be 4G-capable and might have some compatible bands/frequencies for LTE. However, Fido traditionally have not supported certain services (ie voLTE and/or Wifi-calling etc) on devices or versions of devices they do not sell. Though, that does not necessarily mean people had to purchase from Fido. Fido sells the same Canadian versions of devices as the other Canadian mobile providers as well as local box stores etc. As long as the device was the same version as the one they sold, it was possible for those services to be supported.
On the other hand, non-Canadian versions of devices (ie US or Global Samsung S series etc) would likely not be supported for those services. In addition, other devices from manufacturers which are not generally sold from Fido or Canadian mobile providers (ie Xiaomi, OnePlus, Oppo, etc) are also likely not to be supported for those services (see here, here, here, here. etc).
Without voLTE, calls and text messages (SMS and/or MMS) would fall-back to the '3G' network. Is it possible your device is not supported for voLTE and/or Wifi-calling? That could be the reason your devices are using the '3G' network. I understand that once the '3G' network is decommissioned, limiting voLTE to only Canadian versions of devices they sell will be problematic for other device users. However, I am not aware of any official stance from Fido or Rogers on the matter.
Hope this helps 😀
Cheers
Hello again,
Thank you for the additional information. Unfortunately, Umidigi devices are also generally not sold by Canadian mobile providers, including Fido. As such, they currently would likely not be supported for voice-over-LTE (voLTE) and/or Wifi-calling.
As you note, that device does appear to have at least some compatible LTE bands/frequencies. Since the device has compatible bands/frequencies, it should be able to access the LTE networks for data. You should be able to confirm a LTE data connection by enabling data on your device. The device should indicate LTE or LTE+ when it is connected to that network for data.
If you are not able to use your device for data, you might consider verifying it is using the correct APN setting. You can verify the proper setting here. Since the device is LTE-capable, it should be using LTEMOBILE.APN.
As mentioned above, the issue is not necessarily that devices are not LTE-capable. Devices which are not supported for voLTE would necessarily fall-back to the '3G' network for calls. You could confirm that might be the issue by placing a call on your device (with voLTE setting enabled, if present). If your device switches from a LTE connection to H or H+ during the call, the device is not using voLTE. On the other hand, if the device maintains a LTE connection during a call, that would indicate voLTE.
You should note these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts nor would we know what may have been previously discussed. That said, I'm not sure Fido is stating your device is not LTE-capable. Rather, I think they refer to the fact that your device is still reliant on the '3G' network for calls. Without support for voLTE, your device would have to fall back to that network for calls.
As also mentioned, I do not know if Fido may decide to support voLTE on non-Fido devices when the '3G' network is decommissioned July 2025.
Hope this helps 😀
Cheers
Hello again,
As mentioned, we would not know what was previously discussed. That said, I'm not sure whether customer service would have access to your particular device. They may only know that the device has been only making calls on the '3G' network.
I think the reason so-called non-Canadian devices were not supported for voLTE and/or Wifi-calling was that those devices had not been tested on the networks. For example, OnePlus had been reluctant to partner with any Canadian providers to allow for testing of their devices with the networks.
Currently, the system likely determines the device and manufacturer from its IMEI when connecting to the network. Supported devices would be provisioned for voLTE and Wifi-calling. Non-supported devices would not be provisioned for those services.
Unfortunately, I do not know if Fido may decide to support voLTE on non-Canadian devices when the '3G' network is decommissioned. They may make an announcement on Fido.ca or, if they choose to support them, they might just start provisioning those services on the devices.
Hope this helps 😀
Cheers
