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.

**Labels Added**

[EhmTeeEhf]

I knew about the apple provisioning system,  I sill have My GSX2 account and can see the changes and so forth. However I wasn't aware of the AT&T proprietary implementation (Due to lack of access) lol. Thanks for the additional info 🙂

[phemens]

Make sure that you copy EXACTLY the address they have registered for you (in account info?), that was my problem, they didn't match and it threw it same errors. Once I copied it exactly the same (even with caps) it started working immediately.

[Hmm]

Huh? What's SOC? How do you contact a mod for assistance? And when you do, what makes you assume they can provide assistance of Rogers Technical support can't? Asking for a friend...

[Hmm]

That's a red herring, misinformation, distraction, and moot comment. One can even argue it's gaslighting.  For the record, Apple is popular in all western countries including Taiwan, Japan, the EU. Android reigns supreme in underdeveloped and developing countries or China. Even in China, Apple is incredibly popular.

Only Rogers (and their flanker brands) have regular WiFi calling issues. Full stop.

[Hmm]

It's unfortunate you believe whatever is posted online without any degree of skeptism.

[EhmTeeEhf]

A soc is a Code in Rogers system that adds a feature to your account. So for example the wifi calling SOC is something that is turned on on your account. So adding the wifi calling soc enables it for your line.

[EhmTeeEhf]

Forgot to mention, Tech support doesn't have the ability to add a SOC to your account. Only management or 2nd level support options can do that. I believe Front line had that access removed a while back due to policy changes. But like i said, I haven't been working at Rogers for almost a year so things could have changed a lot. If you send a message to a mod on the forums sometimes they can reach out to the escalations teams.

[EhmTeeEhf]

I said many times in almost all my posts I actually learned how the systems worked, I never took their word for anything. I always researched and learned how the systems worked. I actually worked in Tech for over 8 years at rogers before being promoted. Took courses in company and did many projects.

[ScubadooX]

Rogers has a very flakey WFC system. I've had cases where I could enable it on a phone and then not enable it again later. Same phone, same SIM. I've used kluges to get it to work. I don't think any other carrier in Canada that offers WFC has the same issues that Rogers does. And Rogers' Call Forwarding can also be inconsistent. I have never had an issue solved by Rogers' tech support other than resetting Call Forwarding.

[EhmTeeEhf]

Sometimes Apple phones don't have the provisioning in the phone software itself, all you have to do is speak to Apple, have them update their provisioning on their end. Then make sure Rogers has you provisioned for Wifi Calling. The last Time I ran into this for My iPhone 11 I contacted apple support and then had them provision the device via my apple account on their end,. Then I made sure Rogers had my Soc for Wifi Calling in V21 on their end. They may have switched to One View now for front end tech support, but if you get a senior rep, normally Someone that has been there since 2016 say. They know how to get the provisioning done and can do a resend to switch to have the provisioning pushed to your device. All you have to do then is reboot and once your provisioning updates you should be able to get WiFi calling. Now the only exception to this rule is if you bought the phone 3rd party, Like a Bell iPhone trying to get it provisioned to Rogers, these devices don't have the rogers provisioning in the iPhone as its originally made for bell. For example. But if its a Rogers device there is no reason why you should not be able to get it.

3 things to confirm so you get WiFi calling to work

1. Provisioning From apple via your apple software on your device

2. Provisioning on your Cell phone account with Rogers to allow WiFi Calling in V21

3. a Sim card that supports the WiFi calling provisioning. Any up to date sim should support it.

Now unless rogers has changed the way they provision, this should work

Here's a link to the apple steps:

https://support.apple.com/en-us/108066

[EhmTeeEhf]

yes I been using freedom for the past 4 years and no issues with any of my devices. 

[EhmTeeEhf]

If you have an iPhone from Apple, there should not be an issue getting wifi Calling on Rogers. Remember Rogers tech only supports wifi calling troubleshooting on certified Rogers devices. Most techs will try and help. But they cannot guarantee it will work.

What I would do;

Confirm your sim card is newer and supports the latest provisioning. If its say a 3 year old sim, replace it.

Make sure apple support has your firmware on your device updated to make sure it supports wifi calling

Make sure Rogers Tech sees the provisioning for Wifi Calling in your account in V21. (one view they use now for front end). But a senior tech should still have access to V21. They can do a HLR query and confirm the provisioning is there. If it is and it still won't work, its your device software. 

[EhmTeeEhf]

Yes this is the surefire way to test to see if its a device related issue. Apple Phones bought directly from Apple may not have the provisioning in the firmware of the device that allow WiFi calling. What you can do if it works in another device is speak to apple and ask them to load the rogers firmware (rogers compatible apple OS) on the device. This imho is the only other way to get it to work.  However sometimes its just easier to get an actual Rogers iPhone. 

[EhmTeeEhf]

I also forgot to mention again, Make sure the IMEI of your device is listed on your account in V21 with Rogers. If the IMEI isn't there, you won't get the provisioning. Now and again when I worked in tech, it would keep a history of your past say 3-5 devices, but sometimes your current device if its NON rogers won't get added. Make sure you provide it to Rogers and have them manually add it to your account

[Astansell]

Back to my original topic but we eventually got all 4 of our phones wifi calling enabled.  

Not one solution noted here worked for us and also the Rogers tech support did not help.  

As soon as I enabled raoming on each of the phones the wifi calling connection was nearly instant.  Something in the connection required roaming to be enabled on our devices.  

[EhmTeeEhf]

Is your device from a US carrier? If it is it has to be the device model. Sometimes Devices made for the US have completely different hardware specs than the ones made for Canada. Its weird but they have different hardware id's  BUT if it worked with roaming enabled, this has to be a provisioning issue with the device firmware. 

I am glad you got it working! But roaming shouldn't do anything but allow your device to download provisioning for a network you are roaming on. Weird. 

Oh if its an iPhone make sure you go into the settings of the device and there should be an option I believe under roaming and there are profiles listed there, If your device is for example AT&T it would have their profile as the default, you can remove these and once you restart it should download the rogers profile. I don't know about iOS18 they may have removed that.