I just switched back to Koodo and am staying in an area with bad cell coverage but good wifi. I've been trying to set up my wifi calling but keep getting the error "The number entered doesn't match our records. Please re-enter your number." Please help! I need to be able to use my phone for work and can't figure out how to get it working.
Question
Wifi Calling Not Activating
Hi there,
to confirm, do you have a prepaid or postpaid account? As with Prepaid, the Wi-Fi calling service is not available whereas it is for Postpaid.
If you have a postpaid account, can you check to see if in your plan add-ons you have the “VoLTE Access” add-on listed? As that is required to activate Wi-Fi-Calling. Sometimes this add-on isn’t added by default. You can check this by following the steps in the link and stopping once you reach step 3. If it isn’t there, let us know. Changing your add-ons | Koodo Mobile
I get billed monthly so I'm assuming that's a postpaid account? VoLTE isn't listed in my add ons. But from what I read on other posts on here from people who had the same issue, it sounds like Koodo has to make sure that VoLTE is enabled on their end?
You’re right on both accounts. 🙂
You will need a rep to add it for you / check out what’s going on. I will flag a rep for you on here to investigate and see if you have VoLTE access and if needed, add the add-on. Just make sure to be logged into the community using your self serve account and they should be able to assist. Once added and you restart your device, you should be able to setup Wi-Fi calling if you have ok cellular signal and a strong Wi-Fi connection.
As response times on here can vary, I also recommend you reach out to Koodo’s expert messaging team to add the add-on for you. You can speak with them from 9am-9pm local time during the week. They can be reached through Koodo assist through here: Support Homepage | Koodo Mobile
+4Koodo mentioned they automatically provisioned the VoLTE access for newer plan and you don't need the volte access addon.
I think the issue could be from the number. You mentioned you just transfered back to Koodo? Have the transfer process fully completed?
You’re right on both accounts. 🙂
As you do not have the add-on, you will need a rep to add it for you. I will flag a rep for you on here to take a investigate and see if you have VoLTE access and if needed, add the add-on. Just make sure to be logged into the community using your self serve account and they should be able to assist. Once added and you restart your device, you should be able to setup Wi-Fi calling if you have ok cellular signal and a strong Wi-Fi connection.
As response times on here can vary, I also recommend you reach out to Koodo’s expert messaging team to add the add-on for you. You can speak with them from 9am-9pm local time during the week. They can be reached through Koodo assist through here: Support Homepage | Koodo Mobile
Thanks Oliver! Much appreciated 😊
Koodo mentioned they automatically provisioned the VoLTE access for newer plan and you don't need the volte access addon.
I think the issue could be from the number. You mentioned you just transfered back to Koodo? Have the transfer process fully completed?
Yes, I believe the transfer has fully completed.
+4Hi
Can you please restart your phone and let us know if you are able to activate VoLTE?
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