Does Telus support One Plus devices

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Resident

Thinking of getting the one plus 7 pro and i don't know of anyone with these devices in Canada. Thanks All.

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Community Power User
Community Power User

You can check the support documents here, or the Article here for more info.

 

You can also look at willmyphonework.com as well. Previous North American versions of  OnePlus phones do work on the Telus network.

 

NFtoBC
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Rockstar
They work and include just about all of the bands needed for Canadian carriers. WiFi Calling will more than likely not work though but VoLTE will work fine.
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Resident

Actually it will depend what frequency bands the device can handles, usually the 4G LTE and  LTE Advance which are the provide by TELUS, they will support phones with  2100 MHz, 1900 MHz, 700 MHz, 850 MHz, as far the device you purchasing handles this frequencies, I don't see why the device should not work with TELUS networks, however the device wont be available to purchase with any Canadian phone company as far as I know. 

 

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Rockstar

I know what the device can use, hence what I said.  The US/Canadian Internation firmware and the T-Mobile US firmware both contain the same radio configuration.  

 

HSDPA 800 / 850 / 900 / 1700(AWS) / 1800 / 1900 / 2100

 

LTE band 1(2100), 2(1900), 3(1800), 4(1700/2100), 5(850), 7(2600), 8(900), 12(700), 13(700), 17(700), 18(800), 19(800), 20(800), 25(1900), 26(850), 28(700), 29(700), 32(1500), 34(2000), 38(2600), 39(1900), 41(2500), 46, 48, 66(1700/2100), 71(600) - North America

 

The International firmware, 9.5.7, has fixed a few major issues with the camera.  It still isn't anywhere near the DXO mark their prototype with different hardware claims, but it is a lit better than it was at launch.  The WiFi to cellular hand off has also been fixed to not require a reboot to hand off from WiFi Calling to cellular and back.  The ghost touch issue within certain apps is more of a hardware issue.  If anyone runs into that, return their device for a replacement.  If your device powers off after heavy use and won't turn back on.  You will need to hold the volume up and volume down and plug it in via USB to enter EDL mode and reflash the device.  There still isn't an explanation for this issue, but it does seem to be common enough to mention.  

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Rockstar

Here is a screenshot from my T-Mobile purchased GM1915 that has been converted to the dual-SIM GM1917 firmware.  VoLTE works perfectly on Telus!  9.5.8 is the latest firmware available, which I received via OTA last night for the GM1917 firmware.  The cameras are still very disappointing but everything else about this device is fantastic!

 

  Screenshot_20190619-151331.jpg

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Organizer

Hi also have the OnePlus 7 Pro and recently switched to Telus. I have the 9.5.7 GM21AA and I can't seem to have Wi-Fi calling or even Vo-LTE to work on this network. Did you have to change any settings or force provision of Vo-WIFI or Vo-LTE? Thanks for you help! 

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Rockstar
VoLTE works fine. Is your APN set correctly? There is also a 9.5.8 update available but it is being released in waves.
You might want to manually check for updates and install that when your device is able to receive it.

WiFii Calling is a different mess though. Telus restricts WiFi Calling to specific devices sold by Telus. According to a member over at XDA, OnePlus isn't interested in providing a better experience for Canadian's until Canadian carriers sell OnePlus devices.

I do plan on seeing what I can do to try and work around that by asking support to lock in the device I am using as my LG V30 from Telus so the network detection doesn't change the device on file as being in use. Telus though, also doesn't use the stock method of WiFi Calling, which will probably complicate getting it working. WiFi Calling should work fine on Freedom Mobile though. Their network and feature implementation is extremely close to what T-Mobile USA uses.
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Organizer

I just realized I had 4G and 4G+ only and never LTE. I'll try to update the phone and also double check the APN settings. Screenshot_20190620-201609.jpg

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Organizer

I can't seem to be able to change or even add APN settings. And what network is yours checked on? I have TD-SCDMA/CDMA/UMTS (I used #*#*4636#*#* > phone information ) Screenshot_20190620-204454.jpgScreenshot_20190620-204537.jpgScreenshot_20190620-204447.jpg

Rockstar
4G and 4G+ are LTE and LTE-A. You should still see one or the other when on a voice call, which means the device is using VoLTE.
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Rockstar

My APN settings are the same as yours, I'm guessing,  I selected the Telus APN.  Try switching your APN by selecting a different one, then switching back.  The VoLTE icon I have is fugly and massive!  Maybe that is something in 9.5.8.  The T-Mobile VoLTE icon was so much nicer and smaller.  

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Organizer
Unfortunately it goes to H+ when I make calls, so it's not using VOLTE, and I don't even see it in the SIM settings where it's supposed to be.
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Community Power User
Community Power User

You have the international model of the phone. I wonder if it's configuration is slightly different than the T-Mobile firmware @Syaoran mentioned?


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Rockstar
Although I purchased the T-Mobile GM1915, I flashed it to the Global/US GM1917 firmware. Like most devices made recently, the hardware is the same. Only the firmware differenciates the devices other than the GM1920, which has the X50 5G modem in it.

It should be under Settings, WiFi & Internet, SIM & Network, SIM 1 (in my case), and listed there under Enhanced Communications.
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Organizer

 

It doesn't show anything because it seems the phone says IMS Status is as not registered. Screenshot_20190622-220147.jpg

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Organizer

Also noticed that IMS services not registered with Telus. Not sure if IMEI needs to be whitelisted. Screenshot_20190624-094323.jpg

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Rockstar

It can't hurt to try whitelisting it.  I swap out devices very regularly though.  My Mi MIX 3 works fine with VoLTE as well.  Do you have the 9.5.8 firmware on your device yet?  There should also be another update coming in the next couple of weeks for the GM1917 firmware.  

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Rockstar
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Organizer

Yea, I got the 9.5.8 Update and also tried the tips to get VoLTE with *#800# I now see them in the options, but they don't do anything. When I make a call, I jump from  4G+ to H+, so not staying on LTE. I also tried switching my telephony profile with PDC by choose the TMO (T-Mobile) profile, but still no luck with that. I guess I'll have to ask Telus to whitelist the device, my only option left. 

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Organizer

By the way, thanks a lot for your help! Really appreciate it 🙂 

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Rockstar

Anytime!  

 

A friend of mine just picked got hers.  I'm not too sure what provider she is with but I will probably meet up with her over the long weekend.  She ordered the GM1917 from OnePlus directly.  It should be interesting to directly compare my GM1915 from T-Mobile that I converted to dual-SIM GM1917.  When looking at my Telus account, it still shows the LG V30 for me even though I am using the OnePlus 7 Pro.  The V30 was purchased from Telus and I went through a lot of troubleshooting with that device and high up in the Telus tech support to get that WiFi Calling working before the device actually got the update.  I haven't bothered to try the WiFi Calling but will make a point of it over the weekend.  

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Organizer
VoLTE works now! Called Telus again and the support technician was able to make it work by changing some settings on his end. I now see the VoLTE icon and my calls stay on 4G+. We tried to make WiFi calling work but no luck with that.
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Resident

You have to purchase the 7 Pro directly from OnePlus Canada.  Just heard a bunch of stuff about unsupported phones not working on the  network. Wanted to be absolutely sure before making the purchase.  Normally I would upgrade to the newest Samsung through Telus but the 7 Pro looks like it may be a cheaper and more exciting alternative.


@Samuelnav wrote:

Actually it will depend what frequency bands the device can handles, usually the 4G LTE and  LTE Advance which are the provide by TELUS, they will support phones with  2100 MHz, 1900 MHz, 700 MHz, 850 MHz, as far the device you purchasing handles this frequencies, I don't see why the device should not work with TELUS networks, however the device wont be available to purchase with any Canadian phone company as far as I know. 

 


 

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Rockstar

It has nothing to do with purchasing it from OnePlus Canada.  OnePlus is a Chinese company.  The firmware that comes on the devices sold to North America directly from OnePlus is the International-US firmware (GM1917).  All of the OnePlus 7 Pro's are the same hardware with the exception of the 5G model sold by EE (GM1920).  It has the X50 5G modem in it, which the rest do not have.  It's a separate modem though so the rest of the device is the same.  That 5G modem requires the right firmware to run though.  

 

I have tried quite a bit to get the VoWiFi working on Telus, with no success.  It was definitely worth the effort to try though but I have exhausted everything I can think of without resorting to flashing the EU firmware, which has some more versatile WiFi Calling provisioning settings.  

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Friendly Neighbour

Do you know what the technician did on their end to get it to work?

 

I have been on call with Telus for about 2-3 hours today trying to enable VoLTE but they seem to be saying its just not possible. I asked them to register my IMS settings but they said they can't and I also had them check my account details to verify that my IMEI and SOC is correct, still no luck. I seem to be running out of options and patience. I have the fully unlocked One Plus 7 Pro purchased directly from the One Plus site. 

 

When you check your phone info is your IMS registered now? 

 

Thanks

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Organizer
I asked what he did but he didn't really tell me. If it could help, I called this number, the technicians here seem to be knowledgeable: 1-844-888-4440 I'm on a corporate plan but I'm sure you can get through a technician there. And yes my device does show as IMS REGISTERED for VOLTE only.
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Friendly Neighbour
Great. Thanks for the reply. I will definitely be giving that number a try.
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Rockstar

It should be a matter of your number being provisioned for VoLTE.  Telus doesn't restrict this like they do their WiFi Calling.  Ask them to enable VoLTE on your account.  Your SIM might require an update but they should tell you that when they provision it.  

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Friendly Neighbour
I spent many hours on the phone with Telus and they were unable to find a solution. I had volte removed and re-added to the account but still no luck. When I try with other Telus branded devices it seems to work fine so I don't think it's a sim issue. After all option were exhausted my IMS still shows as not registered so I am not sure what I could even ask Telus to modify anymore on their end to enable it.