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why cant i use wifi calling on s9 plus i bought from somewhere else? you can use WiFi calling with Vodafone, O2

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I think that ID mobile is acting unfairly by not allowing users to use wi-fi calling on mobiles not purchased from ID mobile.

I wish to make a formal complaint to ID mobile.

I've spoken with other carriers Vodafone , O2 and EE. If you take out pay monthly SIM from them and provide your own mobile, you can use WI-FI calling features as it's part of phone features.

I spoke with Samsung store at Trafford centre and they confirmed feature should always be available.

I'm looking at taking this matter to OFCOM as I believe ID mobile is acting anti competitively by stipulating mobile must be purchased from ID mobile.

Please advise.
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Best answer by Kevin 4 September 2019, 13:11

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Mohammed
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[quote=Kparry65]Mohammad My S8 has android version 9, software version G950FXXU5DSH3 Originally from EE. I only have 5 days left of my 30 day return period though. Kay[/quote] Hello [user=16387]Kparry65[/user] , We wouldn't be able to get a response within 5 days unfortunately. If you're on a SIM-only plan, you can cancel at any time with 30-days notice. If you're on a contract however, you'd be tired into the term once past your returns period. As we need to liaise with the manufacturer, responses may take several weeks. If you're happy for us to raise this and investigate further, please let us know. Mohammed
I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Kparry65
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Mohammad
My S8 has android version 9, software version
G950FXXU5DSH3
Originally from EE.

I only have 5 days left of my 30 day return period though.

Kay
Mohammed
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Hello @Kparry65,

I can try escalating this to our Team to send over to the manufacturer but it may take some time for a response on this.
Can you confirm which software version you have?

Can you also confirm which version of Android you're running?

Where was the phone originally purchased from?

Mohammed
I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
Kparry65
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I have tried my partners Vodafone sim card in my phone and wifi calling works perfectly as it did with my old EE sim, so its either a problem with this particular ID mobile sim card or with the ID mobile service.

I am still within my 30 days return period so unless this can be resolved, I will be leaving.
Kparry65
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Yes I am still will IDmobile at the present moment.
Mohammed
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They don't fully support customers who buy hardware elsewhere.

Im going to report matter to OFCOM



Mohammed"

which suggests that wifi calling may not be available for everyone.


Hello @Stmitchell635 & @Kparry65

I've already since confirmed from speaking to our TechTeam that this isn't true.

Hello @Stmitchell635,

After investigating this further with our Team, they've advised WiFi Calling should work in a handset regardless of where it's purchased.

This has been raised to the manufacturer and we're looking into this.


@Kparry65,

Are you still with iD Mobile?
If so, I can also pass on the information as I'm currently in the process of collating this.

Mohammed
I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
NH101
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Good idea
Kparry65
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Hi, another unhappy customer here unable to use wifi calling!

My Samsung S8 handset is compatible and updated, my wifi is superfast and I use it all the time for accessing the internet.
I live in rural Cornwall and cannot get ID service network inside the house, thus relying on wifi calling and texts which worked perfectly fine on my S8 whilst I was on the EE network.

After trying several possible solutions I have read about and then spending some time with an advisor on chat, I am no further forward. Visiting a carphone warehouse store for a diagnostic check is not practical as there no store remotely close by, plus after reading what others have said, it would not be worthwhile anyway!

I noticed a solution elsewhere on this forum that said:

"We'll mark this topic as solved with the answer being that we were unable to provide WiFi Calling due to incompatible software due to the device not being purchased directly from iD Mobile.

Mohammed"

which suggests that wifi calling may not be available for everyone.

If this is the case, ID have some very misleading advertising and those of us unable to access wifi calling have purchased a service not fit for purpose.

I did think that the previous woes of Carphone Warehouse were behind them and wanted to give them the benefit of the doubt.....it seems I may well have been wrong!

Luckily I am able to cancel my contract, and would urge others, if you are still within your 30 days, to do the same rather than wait for a solution that doesnt appear to be present.

I do agree that raising this with OFCOM is the right approach. There are many others in the same situation and new potential customers should be aware of the limitations of the ID service.
NH101
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Maybe my man Mohamed can help us out
S
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They don't fully support customers who buy hardware elsewhere.

Im going to report matter to OFCOM
NH101
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They should really get it fixed
NH101
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I feel your pain, I’m not sure actually because sometimes my calls just automatically direct to WiFi call even though I want audio
S
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Its an unlocked phone, all software is fine, checked by Samsung shop in Manchester.

Its a problem with ID mobile network. WIFI calling work on other networks!

Amazing how it's taken over a month now to resolve? Really poor service really.
NH101
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Have you tried getting your phone unlocked maybe that the case, try updating to the newest software and shutting down then re entering sim, most of the time this fixes sim related problems
S
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Its a S9 plus. Should work. Its latest phone
L
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I have not purchased my phone from iD mobile but WiFi calling is working. It wouldn't work until I got a new enough phone though.
Mohammed
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Hello @Stmitchell635,

I've merged your two topics together due to both the topics relating to the same issue.

Please refrain from creating separate topics relating to the same issue.

We've already escalated this as advised
Thanks for confirming this information @Stmitchell635,

I'll pass this over to the Team who will liaise with the manufacturer to see if we can get some further information on this. It may be some-time for a response, feel free to check back here in a few weeks to see if we've got any update. I'm not exactly sure how long this would take though.

f we get something back sooner, we'll let you know here.

Mohammed

It will take some time but we'll be sure to get back to you when we have a response as the Team will need to liaise with the manufacturer.

I apologise for any inconvenience you may be incurring so far.

Mohammed
I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
S
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The phone is fully update.

Its a problem with your network not allowing WIFI calling.

I used the phone with a Vodafone O2 SIM and WiFi calling worked fine. Hence proving problem is with ID mobile.
S
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Please could I have an update.

It shouldn't take this long to resolve. It's unfair I struggle with getting a signal at home, when I could use WIFICalling.

How do I make an official complaint? Unless you can give me a resolution date?


I feel I have no choice but to report the matter to OFCOM.

Plus I'd like a refund for being unable to use the WIFI facility.
Mohammed
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Thanks for confirming this information @Stmitchell635,

I'll pass this over to the Team who will liaise with the manufacturer to see if we can get some further information on this. It may be some-time for a response, feel free to check back here in a few weeks to see if we've got any update. I'm not exactly sure how long this would take though.

f we get something back sooner, we'll let you know here.

Mohammed
I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
S
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Samsung S9 plus
Model number SM-G965F
Android version 9
16.5 Mbps down
9.38 Mbps up

I bought from second hand shop called cash converters.

If you could investigate further please, apologies for delay getting back to you.
Mohammed
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Hello @Stmitchell635,

After investigating this further with our Team, they've advised WiFi Calling should work in a handset regardless of where it's purchased.

If you'd like to contact us directly via our email  we'll be able to log this for you and investigate further.

Please could you email us with the following information:

Full make and model of the handset
What software are you currently using in the handset (found in the settings)
How strong is your WiFi Connection (download speeds/upload speeds)
Where did you purchase the handset

We'll then look into this further.

Mohammed

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
S
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Ni. ID said unless you purchase phone from them WIFI calling won't work.

I've reported matter to OFCOM.

Thanks
Y
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Hi @Stmitchell635

You should try another sim, it might just be the sim itself not allowing it to work.
Kevin
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Hi @Stmitchell635 and welcome to our iD Mobile community here.

Firstly. We can absolutely shut down any sort of claims that we're withholding the feature from people simply because the phone was not bought from ourselves. In fact it's quite the opposite.

Some major network's make it so that certain features with a phone will only work when you use that phone with the network the phone was purchased from originally. Sure you might be able to get the phone unlocked once your contract is up, but a couple of features may be useless with another network (so this wouldn't just solely be with ourselves).

For us to withhold Wi-Fi calling would mean we'd be cutting down our potential customer base, given how important WiFi calling can be to certain buildings. So believe us, in this case, it's them, not us.

Have you been able to try another SIM (not just an iD one or the original network's SIMs, with the phone in question?). If it's working with other network's, but not ourselves, then it could potentially be that something within the phones settings is causing a conflict.

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