Does Telus support One Plus devices

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Bajee
Organizer

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

Syaoran
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.  

Bajee
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.
ccalchan1
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. 

 


 

Syaoran
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.  

MajorKey
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

Bajee
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.
MajorKey
Friendly Neighbour
Great. Thanks for the reply. I will definitely be giving that number a try.
Syaoran
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.  

MajorKey
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.
Bajee
Organizer
I'm sorry to hear that. I'll try to call Telus today and ask for the name of the rep that helped me (I'm sure they document this in the call logs?) if I do get the name, I'll get back to you, maybe you'll be able to contact him.
MajorKey
Friendly Neighbour
That would be great!!

Also, I really appreciate the help. Thanks
Bajee
Organizer

Before I call Telus, I wanted to check with you, did you force Enable VOLTE by opening the dialer: *#800# --> oneplus Logkit --> Function Switch --> enable VoLTE + VoWifi switch

If you don't see VoLTE or Vo Wifi Switch, install this apk first on your OP 7 Pro (which I did ):
https://forum.xda-developers.com/showpost.php?p=79577939&postcount=23 

And then enable VoLTE + VoWifi switch

Let me know if that gives you the options of VoLTE in the SIM 1 or 2 Options and then you can ask Telus to register your device into IMS. 

MajorKey
Friendly Neighbour
So I have the switches enabled but everytime I call Telus they say that they aren't sure what IMS is or that it just can't be registered. The tech support seems to be lost.
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Syaoran
Rockstar

Ask them to speak to a support representative inside of Canada.  The outsourced agents are completely useless!