Rogers Unable to Enable Wifi Calling

[AnonymousUser]

I ported to Rogers yesterday with my iPhone 13 Pro (purchased directly from Apple) and I'm unable to enable Wifi calling. When I turn it on via the Phone settings menu, I get a message to contact Rogers to enable wifi calling on this account. I've done so, they've opened up a ticket, but closed it citing they can't find any problems.

It's clearly an issue on the Rogers side as when I pop in my work SIM from another carrier, I can enable and use wifi calling without any problems.

If I use my Rogers SIM in my Pixel 6, I am also unable to enable wifi calling (spinner until it times out).

Since Rogers tech support has given up, wondering if someone from Rogers here can step in and help escalate this issue for me as at this point, I have little reason to remain with Rogers as wifi calling is important to my needs.

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[RogersMaude]

Good day @AnonymousUser,

We're sorry you’ve been having a hard time getting the help you need to resolve the WiFi calling issue you're experiencing with your new iPhone. If you'd like us to assist with this matter, you can reach out to us via private message and we can surely escalate the tickets that may have been created on your account.

For further assistance and in order to discuss your account details, please send a private message to @CommunityHelps. If you're not familiar with this process, have a look at this blog.

Thanks!

RogersMaude

[AnonymousUser · Accepted solution]

Thanks, but I solved the issue yesterday by doing a SIM swap. Rogers support and engineering kept saying it’s my phone but I disproved that theory by using a family member’s Rogers SIM in my phone and was able to enable and use wifi calling. So I went to a Rogers store and got a new SIM which immediately solved the issue.

[garysinclair1]

I have the same issue. Rogers simply says if you did not purchase the phone through us wifi calling willl not work.

is it they have embedded some sort of software in those rogers phones? If so why not simply send us the software to be installed

[garysinclair1]

great stuff, i will go to a rogers store and see what i can get from them

[Astansell]

I am currently having similar issues. I just moved 3 phones over from Shaw and Freedom mobile due to this business merger.
My Note 10+ has worked with wifi calling on 2 previous carriers and when I moved over to Rogers it stopped.
I have put in tickets with help desk but as the other person noted the tickets were closed and they stated there was nothing wrong.
I rely heavily on wifi calling and if this can't get resolved then I need to reconsider moving my devices to Rogers. Can anyone help resolve this?
The solution of trying a New Simm card has not been tried yet. I may try this when I get out of my camp work rotation.

[EhmTeeEhf]

Did you switch your APN settings to support the Rogers network settings? Just wondering. It would be strange that all of a sudden it stops working.

[EhmTeeEhf]

Hmm this seems like an active device issue. I know when you switch from the main phone on your account and you add another different type of phone, the network can sometimes have issues. Remember iPhones use APN's they are just hidden on the device. BUT when you add an android phone, sometimes the default APN settings may not allow access to the wifi calling provisioning. I would confirm the device IMEI and then worst case senario call in and have this device added to your equipment list. However I don't believe in this day and age you have to do that. Just look here on the community forums for the latest apn settings for your android and make sure they are correct. 

[EhmTeeEhf]

This is weird. A sim card should not stop you from accessing Wifi Calling. The only recommendation for Wifi Calling is you go through the wifi calling settings on the device and complete the mandatory setup which tells the network which device you have and confirms your phone actually supports it. I believe most devices support it and a sim is just like a key to get into the network. It should not stop you from accessing wifi calling, unless you have a device that doesn't support the Rogers version of LTE. Even then you should be able to get it to work if you are using the correct settings.

[Astansell]

For clarity I am using a T mobile Samsung Note 10 plus phone that has previously been connected to Shaw mobility and Freedom mobile. Wifi calling worked flawlessly until I switched to Rogers. I have not had wifi calling work at all since switching

[Astansell]

Your response might be on to something but I have contacted Rogers support multiple times by phone and they have not been able to help with this.
My son's iPhone 11 is the primary phone on the account I think and it was not allowing wifi calling to be turned on
My daughter's iPhone 13 seemed to turn on ok and we put it in airplane mode then turned on wifi and tested it by making a call and that seemed to work
My phone is the Samsung Note 10 plus and it just keeps says that wifi calling is not supported for this device when I try turn it on.
Your option to make sure that all the devices are listed as active is valid but I don't know how to get this done even.

[Astansell]

I understand that I am bringing in non rogers phones but this should have been known and sorted out before Rogers stopped offering new phone plans under the Shaw mobility accounts. It seems to have been overlooked in the merger. There is going to be a lot of Shaw customers forced to bring their non Rogers phones over that will need wifi calling. Seems like I should have stayed with Shaw and Freedom the way I had it set up. This is causing me nothing but grief and now I can't revert back.