Virgin Mobile problems. No 4G, can't make calls or sign into my account. Anyone else?

[KevinM1]

Really hard to get information as the whole system seems to be down or broken today. Landline auto response states that a few people are having trouble. Anyone else out there having difficulties

[KevinM1]

I am still having problems with the service.

My phone displays that it is using 4G, but immediately I make a call or use WhatsApp to call, the service reverts to 3G with a much lower quality connection. What is going on? Are there still issues with the service?

[KevinM1]

What link?

[KevinM1]

I have a Sim only account and my own Android phone. The link you suggest is about repairing a Virgin phone. I really don't want t have to start resetting my phone - it has been working problem free up till a week ago when Virgin identified a problem with it's service. What appeared to have been resolved is still bringing up issues, particularly the fact 4G reverts to 3G when making a call or using WhatsApp and the quality is not acceptable. Are there still issues with the service that Virgin is still trying to resolve?

[Lee_R]

Hi KevinM1 thanks for getting back to us. 

I am sorry to hear your issue is ongoing.  Just to clarify, have you been able to test your SIM in another device?  If so how has that been?

Regards

Lee_R

[enlli · Accepted solution]

Unless you have VoLTE (Voice over 4G) activated your phone will always revert to 3G to make a call. 

[KevinM1]

I have a MotoG8 Power but there doesn't appear to have an on/off toggle.I understand the modelis capable, but Virgin aren't supporting VoLTE?

[enlli]

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@KevinM1 wrote:
I have a MotoG8 Power but there doesn't appear to have an on/off toggle.I understand the modelis capable, but Virgin aren't supporting VoLTE?

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Virgin only support a limited number of handsets, mainly Samsung and some Huawei with Android. 

On Android 10 or 11 there can be 2 toggles. One in the pulldown menus and another in the dialer app. If these are missing or greyed out you are out of luck.

[KevinM1]

Really helpful..thank you. I'll have a look but won't hold my breath,

[Lee_R]

Please let us know how things go KevinM1

Regards

Lee_R