Rogers Cripples Down Phones Not Bought in Their Store

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alanina
I Plan to Stick Around
Posts: 25

Rogers Cripples Down Phones Not Bought in Their Store

Is this fair and why do they do it just for Android phones?

Thanks!
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Meowmix
I'm a Trusted Advisor
Posts: 32,102

Re: Rogers Cripples Down Phones Not Bought in Their Store

Hello @alanina

Again this isn't a feature anyone is paying for as a extra payment. This is a feature that is on the phone but can be disabled at the wish of any carrier. Rogers picked to disabled it to the ones that got the phone from another provider or if you buy it from the manufacturer. Rogers has that right to do so if the manufacturer gives then the okay to modify it. Again Google can tell u that it's suppose to be working but carriers can disable this feature at their wish.

Do I agree with this? No i don't as we shouldn't be forced to buy a device from a carrier just to have the features working. Some may agree but many disagree with this. Again it seems to be a ploy to get customers to buy the phone from the carriers instead.

In the end, it shouldn't be disabled as of December 1st 2017, all device will be unlocked and can be unlocked for free. So either they will have features working and or will still have them disabled and only work to the IMEI number connected to the Rogers account which was done the upgrade or got it. I do believe at this point they will have features working as it doesn't matter if u are not paying for it, it's a feature which should work.

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gp-se
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Posts: 1,129

Re: Rogers Cripples Down Phones Not Bought in Their Store


@alanina wrote:
Is this fair and why do they do it just for Android phones?

Thanks!

@alanina

 

With Apple, the Firmware / Software cannot be modified by carriers, which is why I personally use iOS. Software updates come directly from Apple, and everyone in the world gets it at the same time. Android is different and carriers can modify the firmware to disable features, etc.

 

However with all that said, Rogers technically doesn't support WiFi calling on unlocked direct from Apple iPhones, but some people have been able to get it to work. At the end of the day this is Rogers Network, so they run it as they see fit. Personally WiFi calling helps Rogers since it gives us service in areas that have no service, and it takes a load off the cell towers since the call is routed through i.p.

 



Meowmix
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Posts: 32,102

Re: Rogers Cripples Down Phones Not Bought in Their Store

Hello @alania

Yes they can as Android (manufacturers and Google) can give the approval to any carrier to lock or dosage a y feature the carrier sees fit as long as it's within the agreement.

With IPhone and Apple, Apple locks down their IOS and update and does NOT allow any carrier to modify or lock any apps or software features. Many with unlocked iPhones still do not have WiFi Calling working or VOLTE meanwhile some of us have been able to do so after speaking to Level 2 tech and having a long chat.
AnonymousUser
I'm a Senior Contributor
Posts: 267

Re: Rogers Cripples Down Phones Not Bought in Their Store

The information above is not quite accurate.

I've never purchased an iPhone from any carrier and wifi calling and VoLTE have always worked for me without any issues. I have never even had to contact Rogers to add my IMEI.

 

With Nexus and Pixel phones, they are also running generic firmware and regardless of where you buy the device, it's the same phone across the board.

The only reason Wifi Calling and VoLTE are likely not working on Pixels that weren't bought from Rogers is being the IMEI is not in Rogers' database and Rogers is explicitly not allowing non Rogers Pixels from working with these services, where on Apple they don't have that same setup.

 

It's simply Rogers not wanting to support anyone who didn't buy these phones from them, which is sheer laziness.

 

Buy an unlocked phone from elsewhere and use it on a US network like T-Mobile and your phone will work with Wifi calling, VoLTE etc. Heck my buddy from NYC bought my Rogers S7 from me last year, which is a completely different model of S7 than the US market one and it still works on T-Mobile's Wifi calling and VoLTE services.

Meowmix
I'm a Trusted Advisor
Posts: 32,102

Re: Rogers Cripples Down Phones Not Bought in Their Store

Hello @AnonymousUser

No one is doubting that it I wouldn't put "the information above is not quite accurate". As I have ran all the reservation threads and seethe iPhones since the iPhone 6 which many had issues adding VOLTE or WiFi Calling in Apple bought iPhones and not Rogers locked ones. That's where we are getting the information from. Also many that have complained on AA and Mobilesyrup as well. Seen many complain about this with all unlocked phones including unlocked iPhones

You got lucky and didn't have to do anything BUT others like my self weren't that lucky. We had to either leave it the way it was or speak to level 2 support to figure it out and add it.

The last part of your post is correct and seems like Rogers dropped the ball. They should support it no matter what phone u have as long as the phone features it. It's a useful feature which many need in a service area which doesn't get enough service.
alanina
I Plan to Stick Around
Posts: 25

Re: Rogers Cripples Down Phones Not Bought in Their Store

Guys,

 

I understand your points and the right of Rogers to implement extra features and market them the way they see fit.

 

My point is this is edging on deceptive marketing when initially Rogers communicated VoLTE will be available on Pixel phone not saying anything about the "bought from Rogers".

 

In this day and age going ahead with the type of strategy we see here is not going to get them too far. The truth is I barely do voice calls these days and with our without their "premium" feature I can do VOIP many ways.

 

They definitely will lose me as a customer and I will show my disappointment every time when someone will mention Rogers.

 

alanina
I Plan to Stick Around
Posts: 25

Re: Rogers Cripples Down Phones Not Bought in Their Store

Just a quick update on this topic since Rogers' system reminded me of this thread asking to share the "solution" so others can benefit from it.

 

At this point I'm escalating will all the people I have access to on both sides to try to get VoLTE to work on my Google bough Pixel XL. I've got one Rogers technical support person who just wanted to get rid of my call by saying that according to his system it should work at my end and Google offering to RMA my phone.

 

Still working on this...not solved yet!

alanina
I Plan to Stick Around
Posts: 25

Re: Rogers Cripples Down Phones Not Bought in Their Store

What's more disappointing is Rogers hasn't made any attempt to help with this issue...

gp-se
Resident Expert
Resident Expert
Posts: 1,129

Re: Rogers Cripples Down Phones Not Bought in Their Store


@alanina wrote:

What's more disappointing is Rogers hasn't made any attempt to help with this issue...


@alanina

that's because there is no issue. WiFi calling and VoLTE are nice luxuries, but they aren't required, so Rogers has nothing to fix/correct since nothing is wrong. 

 

If you were paying Rogers for a feature like VoLTE/WiFi calling and it didn't work, then that is different and should be fixed. However Rogers doesn't charge anything extra for these features, and chooses what devices get these free features.

 



BS
I'm a Senior Advisor
Posts: 2,154

Re: Rogers Cripples Down Phones Not Bought in Their Store

This process of not supporting some phones, in particular unlocked phones (even if directly from manufacturer), has been reported since VOLTE arrived back in 2015.  

 

This all began in 2015 when the bill of rights came in and the requirements about unlocking phones came in for purchased phones, or 90 days in.

 

Since that time, we have seen every company basically saying they support features on approved phones only (read: purchased from us with our tweaks and bloatware installed, also means we will unlock your phone, but as long as branded and bought from us, we support the full feature set).

 

My guess is that once fully unlocked phones come into place, then we will see these features supported on all phones (for a fee).  They are going to recover these costs somehow.  And the other message that has been put forward is that these are value added features provided on our network for our customers, and that there is no additional costs (which is a questionable debate, because it is a tool to market the sale of your network and phones, and everything is a part of the cost of services)

 

As people say, enough rant, we will see on this one, but it seems that the message is clear that they don't plan to support unlocked phones, not branded on their own network, and if you can get hold of the firmware and install it, it may or may not work.

 

So, how about charging us to turn on the features that we pay for (no it is not free, it is part of the service) if we choose to use a phone that works on all networks, if set up to do so.

 

Does it ever end?

 

Bruce