TELUS does not support VOLTE for unlocked Note 8 - That is very bad

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choikugi
Neighbour

I talked with Telus support and they told me they only support VOLTE for Telus Note 8. 

It basically means that if you purchase Note 8 from samsung, VOLTE simply does not work on Telus due to their weird grey market policy which is not mentioned anywhere in Telus homepage.

 

Hey Telus please support VOLTE for other Note 8 devices which were not purchased from Telus.

 

I am feeling cheated as I expected it works on Telus.

 

Think twice Telus


Accepted Solutions
Most Helpful
Trident
Coach
Success! As I have suspected, the issue was with my profile on the backend. My profile has been fixed by Telus tech support. I got an amazing rep, very knowledgeable and who actually knew what he was doing. Here is part from his email that may assist other users here. P.S. I have a corp EPP account. P.S.S. as long as you have Telus software, you will have VoLTE and HD calling. The phone doesn't have to be purchased from Telus. The agent did the switch on his Note 8 to Telus CSC from Videotron device and was able to get his VoLTE and HD calling working thus confirming that as long as you have Telus software, you will have VoLTE and HD calling. Thank you everyone for you input and help on this topic.

----------------
"This is what we've gathered so far.

- VOLTE/VOWIFI codes were added to non-corporate accounts with a script and are not meant to be removed.

- Removing the feature may result in broken functionality

- We noticed that your profile was incomplete since the last time that the code was readded

- Tier II readded the feature properly. Please follow these steps to test:

1) Powercycle phone OFF and ON
2) deactivate voLTE
3) make call
4) activate voLTE
5) make call
"

View solution in original post


All Replies
Nighthawk
Community Power User
Community Power User

You'll run into this issue when going to any cell provider with an unlocked device. Not just Telus and not just Canada.


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choikugi
Neighbour

You don't see my point. 

from https://www.telus.com/en/bc/support/article/about-volte and https://www.telus.com/en/bc/support/article/how-to-use-volte 

Telus does not mention this on this pages. If I knew this, I would not post message like now.

 

They should mention that stupid grey market policy on their page clearly so that people understands what to expect if they purchase phone outside of Telus.

 

Anyway I am disappointed

BillTelusCust
Rockstar

I have an unlocked iPhone 6+ purchased from Apple that works on VoLTE with Telus, and an unlocked iPhone 7+ purchased from Apple that works on VoLTE with Rogers.  I understand that in some instances, there is an issue, but it is not all of the carriers and not all of the phone.  

Soljah
Connector

Just to let you know that you can change the CSC (Carrier Selection Code) for Samsung phones. Basically what it will do is make it so that it runs the official carrier version of the software for the specified intended region. Example: If you buy a Samsung Galaxy Note 8/S8/S8+ in Canada and then get it unlocked, you can then change the software so that it matches any Canadian carrier.

 

I can confirm this works as I have done this with the following Samsung devices over the years: S4, Note 4, S6 Edge, S7 Edge, S8 plus, A5 (2017).

 

Please note that when you change the CSC, it will wipe your device and reset it to factory defaults based on the carrier you selected. So make sure you backup all your data before you change the carrier code.

 

To change the carrier code on your UNLOCKED Samsung Galaxy Note 8:

- Open the dialer app (phone)

- Dial *#06# (make sure you note this 15 digit number and write it down)

- Then dial *#272*IMEI#   (where it says "IMEI" is where you need to enter your 15 digit IMEI number)

- You will see a carrier selection screen with codes

- Select the "TLS" code and then select "install" to program your phone with the Telus Samsung Galaxy Note 8 factory image

- You will then need to go through the setup process again

- If you made a backup, once you set it up you can restore your data

 

VoLTE will now work with Telus as the system will now think it is a Telus phone. Just go into your settings to ensure the VoLTE option is selected.

 

Feel free to reply if you have any questions.

 

Cheers!

enti342
Connector

I have an unlocked Note 8 and VoLTE works fine. No issues. Just tested - made a call, stayed LTE the entire time. 

ThisGuyDoesntCare
Advocate

I can also confirm that my unlocked Note 8, which I purchased from the Samsung Store, remains connected to LTE when I make a call on Telus. I believe the Telus CRC software automatically was selected when I placed the Telus SIM card inside the phone.

Trident
Coach
I actually flashed my unlocked phone purchased from Samsung and my VoLTE and HD was was working for a little after speaking to Telus CSR after performing the flash, but I noticed that now VoLTE and HD voice doesn't work anymore. I followed your steps and I do have Telus firmware installed. I even got a new SIM card and no luck. Not sure if it was the issue with the latest updated that was pushed on February 1. Telus support doesn't know what is happening in fact they keep telling me that Android phones are not supported. They checked my profile and said that VoLTE is enabled. Anyone else having issues?
Syaoran
Rockstar

Is your an international (non-North American) variant?  That would be the only reason I can think of as to why you might be having issues.  

Trident
Coach
No, I purchased my Note 8 unlocked from Samsung USA. The setting is enabled for VoLTE calling in fact it worked when I first got the phone after flashing it and so did HD calling but now it doesn't work and Telus support is clueless.
Syaoran
Rockstar

Telus support would honestly be better if it didn't exist.  Have you had any firmware updates that may have broken something?  HD Voice only works when the person you are calling also has an HD Voice compatible device.  

Trident
Coach
Had my phone hard reset and reflashed and I still cannot get VoLTE or HD calling. Telus tech support doesn't event understand what the issue is. I've placed at least 6-8 calls and nothing has been done. Telus keeps telling me that only iPhones have this feature, another agent says that it's normal, every single excuse that you could imagine but no solution. Telus, do your agents know what VoLTE is and how it works?
Nighthawk
Community Power User
Community Power User

Telus' website even states there will be no VoLTE supported on devices not purchased from them. What do you expect the support people do to? The major carriers in Canada (Telus, Rogers, Bell etc) all have a similar policy for devices not purchased through them. It's all based on the devices IMEI #.

 

https://www.telus.com/en/bc/support/article/about-volte

 

Note: Most newer devices will be VoLTE enabled as they become available. Devices not purchased from TELUS will not be VoLTE enabled at this time.

 

 


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Trident
Coach
That's not true. I bought mine unlocked from Samsung and re-flashed it and VoLTE and HAD calling was working without any issue. Only recently, I've noticed that neither are working.
ThisGuyDoesntCare
Advocate
Not sure what the issue for you is. I purchased an unlocked Note 8 from Samsung Store and get VoLTE and HD calling with no issues. When I first put in the Telus SIM card, the CRC from Telus got loaded into the phone.
Trident
Coach
Must be an issue with my profile . It used to work fine before.
Trident
Coach
Finally got a hold of Level 2 support. I was told that since my phone was not purchased from Telus VoLTE won't work even though the phone has Telus firmware. To give everyone a little background on this issue, it was working fine before both VoLTE and HD calling . What agent did tell me is that Telus purposely blocks other IMEIs that are not Telus based for VoLTE service and HD calling even though they are initially provisioned and work without any issues. This is most likely illegal, and I will be escalating this issue to CRTC as well as writing to Toronto Star to expose Telus tactics.
ThisGuyDoesntCare
Advocate
Again, my note 8, not purchased from Telus is working fine with VoLTE. Just checked it 10 seconds ago. Sounds like the agent just told you that to pass you along/get rid of you.
Trident
Coach
Possible. Does your HAD calling work?
BillTelusCust
Rockstar

And again, I have iphone 6 plus devices, purchased from Apple (unlocked and originally on Rogers) that work with VoLTE on Telus.  If they were blocking IMEI's from non-Telus phones, why would it be just android?

 

Finally, for what purpose would they block non-Telus IMEI's?  I have a phone.  I make calls.  The SIM card authenticates me.  It makes no sense from a security perspective to block phones from making VoLTE calls specifically and allow them to make 3G calls.

 

Maybe it needs to be escalated past tier II.

 

 

Trident
Coach
Thanks Bill. I will be making a call into Telus tech support again. I will also open a ticket with CRTC to speed things up.
BillTelusCust
Rockstar

Good luck.

 

I had Rogers break something on my Wi-Fi calling once, they had to escalate it and it took quite some time to get fixed.  Although I have not had any issues with Telus, I suspect there are a few complications on the carriers' end that can get out of sorts.

 

I hope you are able to get this fixed, it must be very frustrating.

NegativeGM
Neighbour

Did you do any security updates?

 

every time i do these I have to call in and get them to fix it. Everytime i do a security update it some how blocks VOLTE. I also get told that it should work because it is installed. I tell them to read the notes on my account. This usually involves getting the original agent that did this to call me back. 

 

He did tell me that they are not suppose to be doing this. The Volte is only for Telus devices with "special firmware". I told him that this is false. All Note 8 (N950W) have the same build number, regardless  if it is bought from Samsung or purchased from telus.  

https://www.sammobile.com/firmwares/galaxy-note8/SM-N950W/

 

i have a Note 8 bought from Samsung Canada as well as a Note 8 bought from Samsung US (Flashed with a Canadian ROM). Neither phone would get VOLTE without calling in. 

 

So I did get it working, but it all depends on the agent you get and their amount of knowledge in fixing your VOLTE profile. 

 

NegativeGM
Neighbour

I have a Note 8 purchases in the US. They did get it working just fine. The phone was flashed with a Canadian Note 8 ROM so i could get the proper CSC codes.

 

The customer agent i got was awesome. What that link proves that you posted is how greedy telus and the others are. 

 

 

Trident
Coach
Thank you Negative GM, will be calling Telus now.
NegativeGM
Neighbour

if yours worked before and it is not now, then don't take no for an answer.

 

i could see if someone was trying an overseas phone that is just not set up for VOLTE. 

 

You are a paying customer and it's not right that you have to buy their sponsored hardware (That is identical in Hardware and software regards to one that is bought from Samsung) to get all the features you are paying for each month anyway. 

 

Just greed nothing more!

 

 

Most Helpful
Trident
Coach
Success! As I have suspected, the issue was with my profile on the backend. My profile has been fixed by Telus tech support. I got an amazing rep, very knowledgeable and who actually knew what he was doing. Here is part from his email that may assist other users here. P.S. I have a corp EPP account. P.S.S. as long as you have Telus software, you will have VoLTE and HD calling. The phone doesn't have to be purchased from Telus. The agent did the switch on his Note 8 to Telus CSC from Videotron device and was able to get his VoLTE and HD calling working thus confirming that as long as you have Telus software, you will have VoLTE and HD calling. Thank you everyone for you input and help on this topic.

----------------
"This is what we've gathered so far.

- VOLTE/VOWIFI codes were added to non-corporate accounts with a script and are not meant to be removed.

- Removing the feature may result in broken functionality

- We noticed that your profile was incomplete since the last time that the code was readded

- Tier II readded the feature properly. Please follow these steps to test:

1) Powercycle phone OFF and ON
2) deactivate voLTE
3) make call
4) activate voLTE
5) make call
"

View solution in original post

BillTelusCust
Rockstar

Glad  you got it resolved, what you are explaining makes a lot more sense.  Hopefully you will not have this problem going forward.

NegativeGM
Neighbour
Trident;
When you shut off VOLTE and make a call does your phone still show your IMS as being registered?
I will try next time what you suggested, before calling them to fix my profile.
Glad you got it working. Hopefully VOWIFI will hopefully show up soon.
Trident
Coach
NegativGM,
When I switch VoLTE to off, IMS shows as Unregistered. When I switch it to on and place a call it shows as Registered.
Apparently, VoWiFi might be available with Oreo update. Fingers crossed.