Wi-Fi calling activation Galaxy S9

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Neighbour

I just bought a Telus Galaxy S9 for the sole reason that I need wifi calling. Turns out that it is not that simple. Telus have stuck a bunch of pages on the backend of the simple toggle button to turn it on that ask you to review a User Agreement, then they send you a code, then you type it in, then you submit your name and address for 911 info and then...it doesn't accept the submission on the name and address and you get stuck there forever, with it asking you to submit your address.

 

Got through to tech support, who were nice, made it clear this is a regular problem, clearly caused by the Telus pages as they tried a few solutions where you hit the 'back' button instead of proceeding with the registration process. Sadly it doesn't work for me and if whatever they come up with tomorrow doesn't work I will send the phone back. Super-frustrated as it is clearly not a phone issue (my wife's iPhone 6 just has a simple toggle and it works immediately, because it does not have these Telus pages stuck in the process.)

 

Anyone else have any good ideas?


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Most Helpful
Neighbour

So Telus did sort this out. To save people time if - you need IMS registration activated. If it says unregistered, it's not going to work and only Telus can do that at their end.

 

You can find that in About Phone / SIM Card Status 

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TELUS Employee
TELUS Employee

Hi @skibum 

 

I'm sorry to hear you are having trouble getting Wi-Fi calling to work. I do have some additional steps we can try, but I do not want to interfere with the request your tech support agent submitted to their level 2 department to fix the issue. What is happening right now is you spoke to a level 1 agent (agents that speak to customers over the phone). These agents are restricted to use only specific tools. The tools needed to fix WiFi calling are only available to level 2 support specialist in Wi-Fi Calling and similar features. Most likely they are already working on the issue on the back end, clearing any errors, and aligning all the ducks in a row for when the level 1 tech support calls you back.

 

Although I understand this is very frustrating, it would be more so if we interfered. Please keep us posted once you receive your call back. If the issue persists, we can try some steps to hopefully resolve this issue. 


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Highlighted
Most Helpful
Neighbour

So Telus did sort this out. To save people time if - you need IMS registration activated. If it says unregistered, it's not going to work and only Telus can do that at their end.

 

You can find that in About Phone / SIM Card Status 

View solution in original post