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:
An iPhone 5c or above (must be purchased from Rogers or Fido) with iOS 9 or later installed — remember to update your carrier settings when prompted to do so at the end of the OS installation
The Wi-Fi Calling feature enabled on your phone
Wi-fi Calling Ready Account
Voice and Data plan with LTE enabled
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:
Calls/texts to Canadian numbers will be deducted from the airtime and messaging limits associated with your wireless plan, and no long distance charges will apply. If you exceed your monthly plan limits, overage rates and/or current Pay-Per-Use wireless rates will apply.
Calls/texts to non-Canadian numbers will be billed according to the rates outlined in your wireless plan or current Pay-Per-Use long distance wireless rates.
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:
Incoming calls and text or picture messages received from anywhere in the world
Outgoing calls and text or picture messages made or sent to a Canadian number
Roaming and/or long distance charges will vary depending on the roaming option you have on your account.
If you have:
Roam Like Home TM Outgoing Wi-Fi Calling calls or text or picture messages made to a non-Canadian number will incur the Roam Like Home daily charge. If you have already incurred this charge, then all outgoing Wi-Fi Calling calls and text or picture messages made or sent within that 24-hour period will be deducted from the Roam Like Home allocation.
If you have a Travel Pack or other roaming add-on, all outgoing Wi-Fi Calling calls, text or picture messages to a non-Canadian number will be deducted from the limit associated with your Travel Pack or roaming add-on. If you exceed your limit, overage rates outlined in your Travel Pack or roaming add-on will apply.
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:
Advanced Call Manager
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:
Turn on Wi-Fi Calling. Follow the on-screen instructions if it is your first time doing this.
The status bar will display “WiFi Rogers” when Wi-Fi Calling is ready to use.
How to back up with iCloud
One of the iPhone’s tricks is the ability to keep an always up-to-date backup of your info, apps, settings and personal preferences in the cloud. If you switch phones or buy an iPad, log in and all your info comes with you. To set up iCloud backup:
1. Connect your device to a Wi-Fi network.
2. Go to Settings > [your name], and tap iCloud.
3. Tap iCloud Backup.
4. Tap Back Up Now. Stay connected to your Wi-Fi network until the process completes.
You can check the progress and confirm the backup completed. Go to Settings > [your name] > iCloud > iCloud Backup. Under Back Up Now, you'll see the date and time of your last backup.
Automatically back up with iCloud Backup
To let iCloud automatically back up your device each day, here's what you need to do:
Make sure that iCloud Backup is turned on in Settings > [your name] > iCloud > iCloud Backup.
Connect your device to a power source.
Connect your device to a Wi-Fi network.
Make sure that your device's screen is locked.
Check that you have enough available space in iCloud for the backup. When you sign in to iCloud, you get 5GB of iCloud storage for free. If you need more iCloud storage, you can buy more from your iPhone.
Restoring isn’t for the faint of heart. It will erase all your date, including songs, videos, contacts, photos, calendar information and any other data. (We did say “all” your data!). Your phone will be restored to its factory condition.
Desperate? Need to restore your iPhone? Here’s how:
TIP: Apple highly recommends that you perform a sync prior to restoring in order to back up any changes since your last sync.
Make sure you have the latest version of iTunes installed and running.
Connect your iPhone to your computer.
Select your iPhone when it appears in iTunes under Devices.
Select the Summary tab.
Select the Restore option.
When prompted to back up your iPhone settings before restoring, select the Back Up option. NOTE: During the Back up and Restore process, do not disconnect the iPhone from the computer or shut down iTunes. This may corrupt the data in your iPhone or possibly corrupt the iPhone software altogether.
Select the Restore option when iTunes prompts you.
Once the restore process has completed, the iPhone restarts and displays the Apple logo while starting up. Note: After a restore, your iPhone will display the “Connect to iTunes” screen. Keep your device connected until the “Connect to iTunes” screen goes away or you see “iPhone is activated.” If iTunes does not have an Internet connection, you cannot complete this step.
Select the backup you want for your iPhone (select “as new”) and select the Continue button in order to complete your device’s restoration.
Wi-Fi Calling lets you make and receive phone calls, plus send and receive text messages, wherever you have a Wi-Fi connection.
Looking to set up the Wi-Fi Calling feature on your phone? Do you have a compatible iOS device? Well you are in luck.
Check out this helpful How To video to learn how.
First, make sure your iPhone is connected to a Wi-Fi network.
Tap the Settings icon, scroll down then tap the Phone icon.
Under Calls, tap Wi-Fi Calling and slide the "Wi-Fi Calling on This iPhone" switch to the On position.
And you’re done! Wi-Fi calling is now ready to use
Got your hands on a new Apple iOS Device? Looking to setup a new Email account or possibly removing an existing one? Well you are in luck.
Check out this helpful How To video to learn how.
Adding an Email to an iOS Device
First let’s start with adding an email account, tap the Settings icon.
Then select Mail, Contacts, Calendars and tap Add account.
Select the email provider or Other if it’s is not listed.
Next enter in your name, email address, password, and a description.
Click Next and select the items you want to sync with your email.
Don’t forget to save! That’s always an important thing.
And you’re done.
Removing an Email from an iOS Device
To delete an email account, first you need to tap the Settings icon.
Then select Mail, Contacts, Calendars and select the account you’d like to remove.
Click Delete Account to confirm.
Are you not in range of a Wi-Fi network and still want to get on the internet with your iPad, iPod touch, Laptop or Personal Computer? Well you are in luck.
Check out this helpful How To video to learn how.
To start, tap on Settings, then Cellular, and then tap Personal Hotspot to turn on the feature.
Next, tap on Settings, and then toggle Personal Hotspot to On.
Once that is completed, click on Wi-Fi Password to set up a Wi-Fi password for your Personal Hotspot
You can now connect your other devices to the Personal Hotspot via Wi-Fi, Bluetooth or by USB Connection