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jonathanyong81
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Can't receive calls when connected to 4G

I can't receive any phone calls when I'm connected to 4G. Forcing my phone to connect to 3G fixes the problem but that defeats the point of paying for a 4G service?!

This seems to be a widespread problem. I've seen lots of other posts about it.

This is obviously a problem with Virgin Mobile's network infrastructure. What are Virgin Mobile doing about it?

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jonathanyong81
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paulchambers061
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Re: Can't receive calls when connected to 4G

Dunno about widespread, it's come up a handful of times. 

Are you in auto 4g/3g/2g mode?

Generally happens when the phone doesn't drop from 4g to 3g or 2g.

Fixed for some internally by a local mast fix if I remember correctly. 

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jonathanyong81
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Re: Can't receive calls when connected to 4G

Yes the phone is set to prefer LTE but negotiates to HSPA if required due to the non-availability of an LTE connection. Making an outgoing call for example causes the phone to downgrade the connection to HSPA.

It appears that Virgin Mobile requires voice calls to downgrade to HSPA but something on the network is preventing this from happening for incoming calls.
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Re: Can't receive calls when connected to 4G

Screenshot_20190807-135850_Phone.jpg

Do you know if Virgin blank out the VoLTE switch? Here Vodafone have whilst 3 is good to go. If the switch is on what happens if you turn it off (may have to reboot)

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

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jonathanyong81
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Re: Can't receive calls when connected to 4G

Yes the VoLTE switch is disabled for Virgin Mobile.

https://photos.app.goo.gl/mL4dVyD1riS38kB56

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Re: Can't receive calls when connected to 4G

Just a thought. I just didn't have a Virgin phone to check.

I'm sure it is a network fault on some masts causing incompatibility between EE and Virgin's systems.

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jonathanyong81
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Re: Can't receive calls when connected to 4G

Ok I've decided I have no choice but to cancel my contract because there doesn't seem to be a solution. There are people who have commented that they've been waiting months for a fix and I'm not willing to take that risk.

It's an unacceptable level of service.

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Re: Can't receive calls when connected to 4G

Hi jonathanyong81,

 

Sorry to hear that you're experiencing issues with receiving calls on 4G and that your unhappy with the service.

 

Using the information we have from the site, I've checked your area and can see that a local mast is showing as degraded. 

 

Your phone should automatically switch to the next mast with a stronger signal however there may be congestion as there are a few masts that are down in the area.

 

Unfortunately as we use EE's network, we are reliant on them repairing the masts and so cannot say when they will be repaired and we're sorry for the inconvenience caused.

 

Regards,

 

Lisa

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