on 11-20-2017 03:22 PM - edited on 04-20-2019 03:07 PM by RogersLaura
Wi-Fi Calling FAQs
UPDATE: Your compatible device must have been purchased from Rogers/Fido. If you have a non-Rogers Apple device and no conflicting services, Wi-Fi Calling may work, but we can’t assure that the feature will work properly on your device.
You may experience an error message like this:
What is Wi-Fi Calling?
Wi-Fi Calling lets you call and text in more places so you can stay connected with friends and family. You can call and text wherever you have a Wi-Fi connection in places like basements, condos and tall buildings — places where you may have had trouble getting reception before.
Do I need a specific phone or plan to use Wi-Fi Calling?
Yes. To use Wi-Fi Calling, you will need the following:
Please note that prepaid customers or customers with voice only plans can’t use Wi-Fi Calling.
What type of Wi-Fi connection do I need to use Wi-Fi Calling?
To use Wi-Fi Calling, you must have access to a public or private Wi-Fi connection.
The connection must meet the minimum required download and upload speeds to support voice calls; some Wi-Fi connections may not support Wi-Fi Calling.
Does Wi-Fi Calling use data from my wireless plan?
No, Wi-Fi Calling does not use up data from your wireless data plan. When you make a call over Wi-Fi, you will be consuming data over the Wi-Fi connection instead. Internet service charges and overage rates (if applicable) may apply in accordance with your internet service provider.
To give you a sense of how much data is used, a one-hour Wi-Fi voice call will consume approximately 75MB of data through a Wi-Fi connection.
How is Wi-Fi Calling billed when I am in Canada?
Incoming calls and text or picture messages received over Wi-Fi Calling while in Canada will be deducted from the airtime and messaging limits associated with your wireless plan.
Outgoing calls and text or picture messages sent over Wi-Fi Calling while in Canada will be billed as follows:
Please note: You may incur additional long distance charges and/or international text or picture message charges if your VPN, DNS or internet provider is set to a country outside Canada.
How is Wi-Fi Calling billed when I am travelling outside of Canada?
If you are using Wi-Fi Calling while outside of Canada, the following will be deducted from your wireless plan without incurring any long distance or roaming charges:
Roaming and/or long distance charges will vary depending on the roaming option you have on your account.
If you have:
If you do not have Roam Like Home, or a Travel Pack or roaming add-on, your outgoing Wi-Fi Calling calls, and text or picture messages to a non-Canadian number will be billed according to roaming Pay-Per-Use rates.
What happens if I try to make an emergency Wi-Fi call to 9-1-1 while travelling within Canada and the U.S.?
If you plan on using Wi-Fi Calling while travelling throughout Canada, make sure to update the emergency address in your phone’s settings, as that’s the address that will be given to emergency services if you call 9-1-1.
While using Wi-Fi Calling in the U.S., you may be able to call 9-1-1, however, we do not support U.S. emergency addresses so you will need to verbally tell the dispatcher where the emergency is located.
We recommend making emergency calls over a mobile network.
What happens if I try to make an emergency Wi-Fi call to 9-1-1 while outside of Canada and the U.S.?
Calls made to emergency services while using Wi-Fi Calling outside of Canada and the U.S. won’t be connected. You can make emergency calls outside of Canada and the U.S. only when they’re made over a mobile network.
How do I switch from using Wi-Fi Calling to a mobile network and vice versa?
While in Canada, your phone will automatically connect to a mobile network instead of Wi-Fi Calling if both are available. However, while roaming, your phone will automatically connect to Wi-Fi Calling instead of any mobile network if both are available.
You will need to remain in your Wi-Fi or mobile network’s range in order to continue your call; if you move between the two connections, the call will be disconnected. Visit rogers.com/coverage to see where you are covered by our mobile network.
Are there any services that will not work with Wi-Fi Calling?
Customers with select features and services, including any of the following, will not have access to Wi-Fi Calling:
You’ll need to remove these features if you wish to enable Wi-Fi Calling on a compatible phone. To get access to Wi-Fi Calling or to learn more, please reach out to us here in the Community.
Do location-based calls work with Wi-Fi Calling?
Some location-based calls may not work if you’re using Wi-Fi Calling when you’re outside your phone’s local calling area. Your phone will assume that you’re making a call from your phone’s local calling area. These calls include 3-1-1 (City Services); 5-1-1 (Traffic Reporting) and 8-1-1 (Health Services).
What if I am having trouble activating the Wi-Fi Calling feature on my device?
If you have trouble activating the Wi-Fi Calling feature, try using Apple’s support page or reach out to us here in the Community.
How do I turn on Wi-Fi Calling?
Wi-Fi Calling is easy to use and simple to set up. Go into your phone settings and do the following: