Mobile calls beeaking up

[Louisea1]

I can't make a call in my house on my mobile as the call keeps dropping in and out, breaking up. Yet I can use my husbands phone and its fine. Both on Virgin mobile. Rang Virgin several times and they say its due to work in my area. So why does hysbands phone not have any problems? 

Can anyone help please ? 

[Travis_M]

Hi @Louisea1

Thanks for posting on our community forum and a big warm welcome with this being your first post.

Have the team advised of a fix date? If this is an issue with the mast some devices may be affected more than others. The team will look to have the issue resolved as soon as possible.

Regards

[Louisea1]

Thanks for getting back to me so soon.

They will update by text on Sunday 30th October. Why is my husbands virgin mobile not affected? Why am a paying for a phone/service that I can't use properly. Seriously thinking of moving to Vodafone . Sick of ringing up virgin about it. 

[Ayisha_B]

I can appreciate your frustration and we'd hate for you to leave us @Louisea1

Some devices more than others can be impacted if there's an area issue. 

Are you having any issues with your device elsewhere?

[Louisea1]

• Hi Ayisha
• No, it works fine everywhere else 

Thanks 

[Ayisha_B]

Glad to hear it is working as it should elsewhere.

Any issues with the local mast in your area will be being worked on by our engineers, rest assured.

We do apologise for any inconvenience caused. 

[Louisea1]

So will I receive a refund from Virgin as I am paying for a service that I cannot use in my own home? 

Never had such poor service from Virgin, not a happy customer.  

[Zach_R]

Hi @Louisea1,

As we cannot guarantee a fault-free service I'm afraid that we wouldn't offer a credit/refund for intermittent service loss. Sorry.

If we're aware of the issue then I assure you that we'll do all that we can to get this sorted out ASAP. In the meantime if you can I'd recommend using Wi-Fi Calling so that you have an alternative for making phone calls whilst the works is carried out.

Thanks,
 

[Louisea1]

Thank you for your reply. Where do I find WiFi calling on Samsung Galaxy S10. Or would I call using WhatsApp without issue 

[Zach_R · Accepted solution]

Hi @Louisea1,

There's information on the Samsung website which explains how to enable Wi-Fi Calling and also Wi-Fi Calling settings on your handset. You can also be connected to Wi-Fi and use an app like WhatsApp to call from as that'll use your Wi-Fi connection first if connected before then trying mobile data.

Thanks,