Wifi calling - cannot choose “Canada”

[Dareth]

My husband is trying to turn on his wifi calling, and everything is fine right up until he tries to enter his emergency address and it won’t let him choose “Canada” from the drop down (Canada is the only option so...). Without doing so he cannot complete the set up and cannot use the wifi calling. He is connected to wifi, within Canada. Bell has thus far been no help. 

[WelshTerrier · Accepted solution]

Good Day.

Can you provide us with some further information?

1. Make & Model of your husband's device
2. Mobility plan? Monthly or Prepaid

You mentioned that your husband contacted Bell Mobility support, can you share what troubleshooting steps have been taken thus far?

Here are a number of reasons you could be unable to activate:

1. Verify that Wi-Fi calling is not turned off in your device > Location Services > System Services
2. Verify that you have a supporting smartphone, postpaid rate plan & SIM card.
3. Check that Data is not blocked on your account. Go to > MyBell
4. Wi-Fi Calling is not compatible with T911.
5. In some instances, it may take up to 24 hours to activate Wi-Fi Calling.

If you can't turn on Wi-Fi Calling or make a Wi-Fi call, follow these steps. Wait two minutes before you go from one step to the next.

1. Is your iOS / OS up to date?
2. Go to Settings > Phone > Wi-Fi Calling and make sure that Wi-Fi Calling is on. Yes / No
3. Restart your phone.
4. Go to your Wi-Fi settings & forget your existing Wi-Fi connection.
5. Turn Wi-Fi Calling off and then on again.
6. Connect to a different Wi-Fi network. Not all Wi-Fi networks work with Wi-Fi Calling.
7. Go to Settings > General > Reset Phone > Reset.
8. Tap Reset Network Settings.

I have included the following to assist you: Questions & Answers about using Wi-Fi Calling

Let us know if we can be of further help.

Take care.

[Dareth]

He has an iPhone 16 pro max, he has done the last update on it. Monthly plan, I called bell to make sure that he indeed does have wifi calling on the account and they confirmed. Bell when we called said that it was likely him trying to activate with a starlink while he was at work so to try when he got home on our home wifi and that was still a no-go. The only one of these things I’m not sure of is if he has looked under his location services to make sure wifi calling isn’t turned off. I’ll let you know! 

[Dareth]

So his location services ARE on, however he cannot activate the wifi calling because he cannot finish the setup process so under “system services”, wifi calling doesn’t even show up. (It shows up there only when you have it turned on under your “cellular” setting, I know this because it was there on mine with my wifi calling turned on under cellular but as soon as I turned it off under “cellular” it disappears from system services as well). Bell verified there is wifi calling on the account when I called. Data is not blocked. Literally the only thing not working is the wifi calling, but it’s because he can’t finish the setup process of entering his address for the emergency location. As I said before he is in Canada in Canadian wifi. He restarted his phone and tried to finish setup, still won’t let him choose Canada. 

[WelshTerrier]

Good Day.

Wi-Fi calling will work as long as he has access to a Wi-Fi Network in Canada and connected with a Canadian IP address (E.g. Wi-Fi calling will not work if the device is connected to a U.S based IP address via VPN.)

Let us know once he is able to test from another Wi-Fi network. E.g. Home network, etc. Not all Wi-Fi networks work with Wi-Fi Calling.

Take care.

[Dareth]

Yes I’m aware it will work within Canada, the problem is he cannot finish the setup to even turn it on. It will NOT activate until you enter in the emergency address and he can’t complete that because “Canada” is greyed out on the drop down menu (where Canada is the only option anyway) 

[BellAntgio · Accepted solution]

Hey there @Dareth , 

We're sorry to learn about your troubles and thanks for your post. 

After looking into this concern further, I have found other IPhone 16 Pro Max users with the same concern across various carriers. 

We invite you to check out Wi-Fi calling is disabled in iPhone 16 Pro after iOS 18.1 update on the Apple community forum. 

Check that out and keep the community updated with the results.