Video Calling Not Working Share All Plan

[stefz]

My Note Edge No video Call?
Share all plan wife 's S6 does
what's going on?

***Edited Labels***

[Meowmix]

Hello @stefz

Have you enabled everything correctly? Have you contact Rogers tech support to see if they have anything to tell you?

[stefz]

how do I enable?
thanks

[GibMcFragger]

1) Is your Note a Rogers branded phone (purchase at a Rogers store, NOT a Samsung store)?

2) Is the feature enabled on your plan?

[Meowmix]

Hello @stefz

In order to have video calling enabled the device must have been purchased from Rogers outright or under a term. It won't work if the device has been unlocked or non branded Rogers device. When speaking to Rogers did you see if your plan or account has that option enabled?

[stefz]

1-the device must have been purchased from Rogers : YES
2-It won't work if the device has been unlocked or non branded Rogers device.: NOT UNLOCKED
DEFINETLY BRANDED ROGERS DEVICE
3-When speaking to Rogers did you see if your plan or account has that option enabled? ALL SHARE PLAN WIFE'S S6 HAS VIDEO CALLING I DONT

[GibMcFragger]

I believe video calling requires VoLTE to work.

I don't think the Note Edge supports VoLTE. The s6 does, which is why your wife's phone works.

Maybe @Meowmix can confirm/deny this info.

[zander7990]

Trying to use Video calling on S7, calling my partner on our shared plan, also on a S7 but keep getting "Video Calling currently unavailable.  Call connected as voice only"  Rogers rep says theres no block on my plan and my phone is capable.  Is there a setting I am missing?

[Meowmix]

Hello @zander7990

Have you called Rogers tech support for wireless or spoken to Samsung Canada regarding this?

[zander7990]

Talked to Rogers tech support and they have a ticket open for me. Havent talked to Samsung yet.

[Meowmix]

Hello @zander7990

Speak to Samsung Canada tech support and see if they can troubleshoot the problem as well.

[zander7990]

Unfortunately, they couldnt do much and said to check with the carrier.  I tested with the other phone I have on my shared plan and same issue on that phone too.  Looks like both phones (Samsung Galaxy S7) cannot video call and gets the same "Currently unavailable" message.

[Meowmix]

Hello @zander7990

Hmm seems weird. Before i sold my S7 edge i was able to do video calling and able to do it on the Note 7 as well. I wonder if something on the back end is causing this.

[Jamest38]

My video calling just wont work anymore. How do i reactivate it, I have a Samsung Note 5

[RogersPrasana · Accepted solution]

Hi @Jamest38

Welcome to the Community Forums!

Are you still unable to use video calling on your device? We'd like to help and take a closer look into tjhis for you. Send us a private message to @CommunityHelps to troubleshoot further.

RogersPrasana

[BammBamm68]

Got 4 Huawei P10 plus phones for family at Christmas.

2 of them work (nicely) with video calling.

2 say no network support for video calling.

My plan does support video calling, and so do the phones.

Any ideas?

Thanks

The solution seems to be send a PM to @CommunityHelps to further troubleshoot.

I guess I will have to find how to PM someone. But it doesn't seem like a "solution"...

[RogersShaun]

Hello @BammBamm68,

Welcome to the Community Forums and thanks for reaching out.

Video calling is one of my favourite ways to stay connected to my friends and family, so I hope we can get this resolved for you. 

It's very odd that 2 of 4 phones work normally. Can you confirm if you've attempted any troubleshooting as of yet for this issue?  Are you using any particular app for video calling?  What happens if you attempt a video call from the functional device to the non-functional device? 

Let us know!

RogersShaun

[BammBamm68]

More information:

Not an app.  Native video call from dialer or contacts.

When I attempt a call to a phone that is working, I get "video call rejected"

[BammBamm68]

Last line should have read as When I attempt a call to a phone that is NOT working, I get "video call rejected"

[RogersPrasana]

Hi @BammBamm68

Thanks for your post and providing more information on your devices.

Have you tried resetting the Network Setting on your device?

If so, it maybe time to try a factory reset of your device and seeing if that helps.

Let us know how this goes.

RogersPrasana

[BammBamm68]

Update:

Still can't get the video call function working on two of the phones.

Tested with other video apps now and they do work.

Network is set to Rogers on each phone.

A factory reset?  Really?  Since getting the phones on 25 December and immediately updating the phones, they are factory fresh! First video calls were tried on 26 December.

My understanding is that Google Duo will use VoLTE.  Thus allowing the Video calling feature included in the Share Everything Plan.  Can anyone confirm this??