No customer service by phone? Cancel legacy 3G charge request

[arfldodger]

Hey,

I'm just trying to avoid the $3/month upcharge.

I can't get through by phone. *611 is giving me a message like my phone is not connected to my phone number, though it's been attached for like probably 2ish years. The 855 number I got in my email sends me to Rogers and went right from "we're not open" to "we're too busy" when I called at 9 on the dot.

My phone sometimes loses 4g LTE service when I try to call, especially in my downtown condo, but I only make probably 10 or 15 short calls per year and mostly it's fine for data. So I'd rather block off 3G capability and complain later if the 4G LTE is still unreliable. I assume the towers nearby just don't prefer the bands my phone offers - the same thing happened sometimes in my last place.

LG G7 ThinQ G710VM or G710VMP (same model, just expressed differently)

Looks like these bands, if online is accurate:

3G network HSDPA 8150/900/1900/2100 MHz

4G network LTE band 1(2100), 3(1800), 4(1700/2100), 5(850), 7(2600), 8(900), 12(700), 17(700), 20(800), 28(700), 32(1500), 38(2600), 40(2300), 42(3500), 46

I saw some advice on the forums trying to troubleshoot with short codes, or secret codes, or android keypad codes, whatever they're called but the one listed to start with did not work for me and I could not find a setting that was blocking them from working. Android version 9. 

my phone has network settings:

Global (which I'm on)

LTE/CDMA, or

LTE/GSM/UMTS

and I'm on access point ltemobile.apn.

Happy to share specifics by PM. Or I can follow up by phone if there's a phone number for this issue that actually works?

Thanks for any help!

[Cawtau · Accepted solution]

Hello Arfldodger,

Welcome to the community!

  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 be able to adddress your issue.

  Judging by the model version number(s) you provided, it appears as though your device is not the Canadian version of the LG G7 ThinkQ (see here). 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). It appears as though your device could be a US model version (Verizon) which would likely not support voLTE and/or Wifi-calling.

  Without voLTE, calls and text messages (SMS and/or MMS) would fall-back to the '3G' network. That could explain why your device often switches to the '3G' network despite being able to access data using LTE. 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.

  If you would like to discuss your situation, you would need to contact customer service. I understand you have not been able to reach them through 611. You might consider trying their 1-888 number. It may take a while to connect, however, I was able to speak with customer service recently using that number.

Hope this helps 😀

Cheers

[Chilipawai]

Again, much appreciate your speedy response which is also very helpful.

I wish Rogers/Fido could be more transparent in their communication

regarding these issues. I was told by the agent that my phone was a 2G/3G phone and had to be replaced and that I could get one from them or any other unlocked 4G phone to transition to their 4G network. No mention that it has to be a phone sold in Canada. I could have unknowingly gotten another 4G phone and still ended up with the same problem!

That said, I still don't understand why it could be so. Shouldn't such a phone automatically work, regardless of where it's purchased, or should the service provider have to do something on their end to specifically flip a switch or press a button to enable a particular make and model for it to be supported?

Would be grateful if you have any relevant knowledge or info to share here. Thanks again!

[Cawtau]

Hello again,

  I replied to your other post here.

Hope this helps 😀

Cheers