I received my replacement Note 7 from Samsung 2 days ago and I noticed that I could no longer use VOLTE or WIFI calling. I called 611 business tech support and the agent confirmed that the IMEI is not in Roger's database and "a non-Rogers device" is not eliglbe.
The agent insisted that I needed to ask Samsung to send a "Rogers Note 7" because my "unbranded note 7" from samsung was not compatible with Rogers network and he was "willing to bet his job on it". As most of you know, all Note 7 comes factory unlocked but locked to the first SIM inserted. The phone automatically went through a factory reset with Rogers bloatware installed. Rogers might have a database from samsung with all the IMEIs for N7s shipped to Rogers, but there is no hardware difference for phones sold through the carriers and samsung store in Canada.
Of course, Samsung cannot send me a "Rogers N7" and the entire replacement support line is a mess right now - all you get is empty promises that someone would call back in 48 hours (but no one ever did). It is unfair for Rogers customers to suffer through the subpar compatibility of N7s that are replaced through the official program and neither Rogers or Samsung is helpful.
Any suggestion is greatly appreciated.
Solved! Solved! Go to Solution.
I can certainly understand the feeling of not being able to access our Volte and Wifi Calling service. We would like to assist in getting those services up and running for you all. When you are next online, please send us a PM via @CommunityHelps so we can start the process.
If anyone else in the Community is experiencing similar symptoms, please reach out to us as well.
Thanks Roland. I currently have a ticket open through BTS and they escalated to ESA tech support. It has been a over a week now. The last word was that Device Enablement team was aware of this issue and was working with Samsung to resolve it...