Can you confirm if you're using a recent SIM which would be considered an LTE SIM?
The requirements for this service to work are as follows:
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Leo87.....your issue is simply because fido doesn't provisionning IMS wich let you acces ti volte/wivoice/video calling.....been throught that situation.....the first thing you much know is if your s9 doesn't come from fido then they will block you the IMS acces....this is their kind of punishement with their stupid 'socialist' policy.......if is the case....even with many long waisting hours with the customer service..you will never have volte....if you really want volte you gonna have to switch to another provider....from there in a weak of the eye you will be provisionned and have all the feature you want......
I was with fido before and VOLTE features was enabled in same device (my device) s9 plus then i switched to koodo service this option disappear when i put koodo sim card inside the device ... after 2 months i decided to go back with Fido service with same device nothing changed accept i add sim card and VOLTE its not there anymore . for now when i make a call to someone its drop to 4G automatically remember before when i call someone was LTE always available .
i brought my phone from Samsung store i spoke to customer service and i ask them about VOLTE features he told me just like this Canadian and usa version doesn't support this fetches and i ask him why ? he said because most providers they don't have VOICE OVER LTE features that's it
LOLL...the guy you talked with at samsung told you some great **bleep**....all the s9 are fully compatible with volte and all feature....you simply caught a guy who know nothing....
here a screenshot of my s9...you"ll see the wi-fi calling icon...something that you will never have with fido/rogers
by the way..like you i bought my s9 from samsung directly... had to "flush" fido/rogers to have all these IMS feature with another provider...