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Cannot set up wifi calling

  • February 19, 2026
  • 12 replies
  • 0 views
E

So I just switched from Telus to Koodo, carried over my number, and when I go to set up wifi calling I get the error message "the number entered doesn't match our records". For reference, wifi calling worked with Telus so I know my device is compatible.

Second issue; im currently away working for 2 weeks in an area where only during work hours can I find a spot that has both cell service and wifi to set it up (generally there is no cell service here). I cannot schedule a call back with anyone because of the lack of cell service. But I cannot be unable to make or receive calls for 2 weeks! SOS. Someone please help😭 

 

I also don't see anything under my plan about wifi calling/VoLTE.

Best answer by Oliver C

hmm ok, I’ll flag a rep to see about adding the add-on for you as it is required for the feature.

Make sure you’re logged into the community using your self serve credentials and they should be able to take a look. 🙂

12 replies

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  • Oliver C
  • Mobile Master
  • February 19, 2026

Hi there,

to confirm, did you switch to a Koodo postpaid or prepaid plan? If postpaid the feature is available with every plan, however, the service is not available on prepaid.

The lack of service as well makes it tricky as this would be required in order to setup WIFI calling. Are you away from home for a long period of time or will you be in a better area at some point with both WIFI and better cell connectivity?

Just a guy trying to help out 🙂
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  • Emzie
  • Author
  • Connector
  • February 19, 2026

Hi! Not a prepaid plan. I work away 2 weeks at a time and I'm literally on day 2 out of 14 haha. There is a spot I park near the office to try and set up the wifi calling that has both wifi and a little service but to schedule a call back just doesn't work as I would only be able to do it during my breaks and the time slots just don't Line up :(

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  • Oliver C
  • Mobile Master
  • February 19, 2026

Thanks for confirming. In addition, where you said you don’t see anything under your plan regarding VoLTE access, did you check under your add-ons in self serve rather than the plan details?

As the feature would be stored there rather than in the plan summary. If you don’t have the feature, under “manage add-ons” are you able to add it there? 

Just a guy trying to help out 🙂
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  • Emzie
  • Author
  • Connector
  • February 19, 2026

I did check the add-ons but it doesn't even seem to be an option for me to add!

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    • Oliver C
    • Mobile Master
    • Answer
    • February 19, 2026

    hmm ok, I’ll flag a rep to see about adding the add-on for you as it is required for the feature.

    Make sure you’re logged into the community using your self serve credentials and they should be able to take a look. 🙂

    Just a guy trying to help out 🙂
      D
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      • Dennis
      • Mobile Master
      • February 19, 2026

      I also don't see anything under my plan about wifi calling/VoLTE.

      To confirm, when you login to your self serve account and go to your add-ons you dont see this VoLTE add-on?

       

       

      EDIT: Clearly I took too long to get that screenshot

      Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
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      • Emzie
      • Author
      • Connector
      • February 19, 2026

      Nope; I dont see that at all!

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        • Emzie
        • Author
        • Connector
        • February 19, 2026

        I also don't see anything under my plan about wifi calling/VoLTE.

        To confirm, when you login to your self serve account and go to your add-ons you dont see this VoLTE add-on?

         

         

        EDIT: Clearly I took too long to get that screenshot

        I don't see that at all. 

          O
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          • Oliver C
          • Mobile Master
          • February 19, 2026

          Ive since flagged a rep ​@Emzie to see if they can add the add-on for you, they will respond here as Dennis and I have.

          If you're logged into the community using your self serve credentials, they will be able to take a look. It shouldnt be long before they post a response 👍

          Just a guy trying to help out 🙂
            E
            • Emzie
            • Author
            • Connector
            • February 19, 2026

            Ive since flagged a rep ​@Emzie to see if they can add the add-on for you, they will respond here as Dennis and I have.

            If you're logged into the community using your self serve credentials, they will be able to take a look. It shouldnt be long before they post a response 👍

            Thank-you very much! Fingers crossed that it fixes everything🤞 I hate the idea of having to be 2 weeks without being able to make or receive a phone call🤦‍♀️

              Darius Koodo
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              • Darius Koodo
              • Official Rep
              • February 19, 2026

              Hi there ​@Emzie  We verified and we can see that you spoke with our team today and troubleshooted the situation. Can you let us know if you are still experiencing the issue ? 

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              • Emzie
              • Author
              • Connector
              • February 19, 2026

              Hi there ​@Emzie  We verified and we can see that you spoke with our team today and troubleshooted the situation. Can you let us know if you are still experiencing the issue ? 

              Yes I am still experiencing the issue and as per the info above, a call back is not an option for me.

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