LG G4 - Wifi Calling

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I've Been Here Awhile
Posts: 4

LG G4 - Wifi Calling

Hi, to explain my interesting predicament, a few months ago I experienced the dreadful bootloop issue and took it to my local Rogers store for repairs. I received it back in a timely manner and everything seemed good again. This lasted up until a few days ago when I had noticed that Rogers extended WiFi calling for the LG G4, I figured I would try it out. I kept getting an error saying that my device isn't eligible for WiFi calling which confused me. I spoke with Rogers via Facebook messenger and was told my device is a non-rogers device. I explained to them that this cannot be the case, but then they brought to my attention that the imei I provided is different than what I previously had on the account. When I received my device back from repairs it was the same device in that it had the screen protector that had been put on it. To my discovery, they swapped out the motherboard which results in the new imei. So an authorized repair centers for Rogers put in a motherboard that isn't recognized as a Rogers device. I'm not even sure how this can be resolved. I plan on going to the store I took it to in the first place but I'm really not sure what they'll do. I'm just looking for suggestions.. and curious if anyone else has ever had this happen to them?

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Retired Moderator
Retired Moderator
Posts: 624

Re: LG G4 - Wifi Calling

Hi @chetu730

 

Thanks for posting on the Community Forums!

 

We'd like to help with your device and take a closer look into your issue.

 

Please send us a private message to @CommunityHelps the next time you are online and we can assist.

 

 

@RogersPrasana

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I'm a Reliable Contributor
Posts: 286

Re: LG G4 - Wifi Calling

That's something I have never encountered or heard of. It does make sense though, as the motherboard was swapped out. If it was repaired by a Rogers authorized repair center, they should update Rogers with your new IMEI. Either that, or Rogers should add it to their system. They can, they have for me in the past. Either way it's on Rogers to correct it, as your phone was repaired by on of their repair centers.

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I'm a Trusted Advisor
Posts: 32,019

Re: LG G4 - Wifi Calling

Hello @chetu730

Hmm i have heard this from Apple doing this but not Rogers. When they repair the motherboard, they are supposed to send the information to Rogers or add it on the account with the new IMEI / Serial Number. I guess the tech did not do that and failed and now we have this issue.

You can have Rogers add the IMEI number on your account without any issues. It's still a Rogers locked device, just tell them that it came like that from the repair center and want to add the IMEI.

I would suggest @CommunityHelps check this out and see if they can help you!

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I've Been Here Awhile
Posts: 4

Re: LG G4 - Wifi Calling

Thanks for the replies. When I last spoke with Rogers they did add the imei to the account. I wonder if tech support is able to add the imei to their system so that it's recognized as a Rogers device?

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I've Been Here Awhile
Posts: 4

Re: LG G4 - Wifi Calling

Update: I just finished speaking with tech support. I'm not confident that the rep fully understood the issue. It seemed like they were just fishing for answers to my questions. They did say they would "escalate" it to tier 2 and that I would hear back within 48hrs. They said I would be contacted by text, which seemed very unprofessional to me. They did say that they would phone though, if more information was needed.

I haven't had to speak with TS before but this experience really leaves me in doubt that this will be handled properly to ensure resolution is met. The impression I got was that this isn't a Rogers problem/mistake. Absolutely no ownership was taken, no empathy. It's really concerning with the way it was handled, but I'll give them a chance to prove me wrong.

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Retired Moderator
Retired Moderator
Posts: 624

Re: LG G4 - Wifi Calling

Hi @chetu730

 

Thanks for posting on the Community Forums!

 

We'd like to help with your device and take a closer look into your issue.

 

Please send us a private message to @CommunityHelps the next time you are online and we can assist.

 

 

@RogersPrasana

View solution in original post

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I'm Here A Lot
Posts: 7

Re: LG G4 - Wifi Calling

i also have issue with my G4. but mine was a Bell version. It has a new imei number in it to. My phone is unable to get any updates from LG OTA or Bridge or from Rogers.  i had to flash a KDZ file but it is Rogers 6.0 firmware. I would realy like to be able to have 6.0.1 firmware but cant find it anyware

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I'm a Trusted Advisor
Posts: 32,019

Re: LG G4 - Wifi Calling

Hello @nicksvt40

Is this a Bell device but unlocked to be used to another carrier? Then it should work as its unlocked and used on Rogers to get updates but unfortunately for tech support they won't accept it.

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I'm Here A Lot
Posts: 7

Re: LG G4 - Wifi Calling

Yes a Bell device unlocked to use with any carrier

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I'm a Trusted Advisor
Posts: 32,019

Re: LG G4 - Wifi Calling

Hello @nicksvt40

Hmmm did u do all the APN settings correct?