VoLTE not working on Galaxy s10

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fizzguy22
fizzguy22 Posts: 4
edited July 9 in My Mobile
I recently switched my father over to Fizz but unfortunately VoLTE is not working on his Galaxy S10. We have a new SIM card with the red lightning bolt.

This is definitely not a carrier or firmware issue as VoLTE works fine on the exact same phone when using a Freedom SIM card (which AFAIK is using the same network). It also works fine with a Fido SIM card.

When I put in a Freedom or Fido SIM card the VoLTE option appears under Mobile Settings. When I put in the Fizz SIM card the VoLTE option is no longer there, and I can confirm the network drops to 3G (UMTS) when making a voice call with the Fizz SIM card (but not with Fido or Freedom).

Everything works fine anyway since we still have 3G service in Canada, but this means they will have no access to voice calls when roaming in the USA.

What might be causing this?

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Answers

  • fizzguy22
    fizzguy22 Posts: 4
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    Yes I know the phone is not "certified" by Fizz, but it supports VoLTE, so there is no reason why this shouldn't be working.

    There are multiple other reports of people using VoLTE with Fizz even with phones that are not on the "certified" list, so there must be more to this.

    Fizz and Freedom use the same network, and this phone supports VoLTE on Freedom, so there is no reason why it shouldn't work on Fizz.
  • wenhan
    wenhan Posts: 381 ✭✭
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    Freedom was with a previous company before being acquired. Maybe a lot of the features it has still has not been fully integrated with the videotron side. There are a lot of things that are carrier "specific". For example, when I was in Italy this summer with a travel sim, my pixel 6 pro can't connect to the 5G network even though its compatible but my friend's iphone 13 is able to connect to 5G.

  • jvh_NVPF2
    jvh_NVPF2 Posts: 339 ✭✭
    edited July 4
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    Do you know the exact make and model of your phone? I'm looking at the CA versions of the S10 and they support all the correct bands for Fizz in Canada. (Other users report B4, B7, B13, B66)

    Do you by chance have an international phone?

  • jvh_NVPF2
    jvh_NVPF2 Posts: 339 ✭✭
    edited July 4
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    Looking at it again and at a glance all the models of S10 I could find on GSMArena tell me that all S10s do support the bands listed on Fizz's guide.

    I also checked on FrequencyCheck with S10 (SM-G973) with Freedom Mobile as the carrier (Fizz is using Freedom's infrastructure) and all the phones that pass the 3G check also pass the 4G check so I'm not sure what's going on here.

    I think your best bet is to try and reboot the phone and/or turn on airplane mode for 30s to see if the situation changes. You can try to reach out to support but you may have to be very patient with them.

  • BradDoell
    BradDoell Posts: 61 ✭✭
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    Good morning @fizzguy22

    I don’t know if this will work or not, so apologies in advance. :-)

    Have you tried resetting the APN settings?

  • JC7
    JC7 Posts: 235 ✭✭
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    It's a business decision. It could also work on Videotron but not Fizz because not on the short list of allowed phones even if the bands are the same.

  • Mark123_2024
    Mark123_2024 Posts: 3,532 ✭✭
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    Maybe the VoLTE is not available only in an certain area. You should check in other places too.

This discussion has been closed.