WiFi calling not working

[extirpate]

Hi

I'm encountering issues with wifi calling - whenever I attempt to make a call I just get silence, no dial tone, and the call ends itself after 30s or so.

When other people have called me, i've gotten no indication, beyond a text message saying I've got new voicemail. Text messages seem to be coming through fine.

The phone works fine without wifi calling - if I have signal; which I don't, in my apartment.

Have definitely got WiFi calling enabled - in both the places where I could find it. I'm on a Pixel 6 on Android 13.

Is there anything that needs to be enabled on Virgin's side? Or any other advice you can give?

[Ashleigh_C · Accepted solution]

Hi there @extirpate

Thank you so much for your post and welcome to the community forums, it's great to have you on board. 

I am so sorry to hear that you are facing this issue with your WiFi calling. 

I would be more than happy to take a look with you via a PM. I will pop one across now. 

Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you. 

[Kevinmac1928]

Like a vast amount of people I cannot receive calls  after porting despite countless hours going through checking settings,  resets, removing SIM, trying it in other phones etc etc with your agents   and trying everything that everyone else has posted. I am told repeatedly there is an IT ticket, more than one in fact and that I have to wait. Sending me another SIM won’t work as I see it hasn’t worked for others. This is a scandal. My children can no longer contact me. Any help appreciated 

[Ilyas_Y]

Hey @Kevinmac1928 thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues with the incoming calls post import.
May I ask what the time frame and update was with the IT ticket?
For some customers there may be an issue where a replacement SIM doesn't work - but this doesn't mean it will be the case for all situations, have you tried another SIM card?
Let us know.

Kind regards,
Ilyas.

[Kevinmac1928]

This has been going on since Monday 31st of October.

I must have spent over 24hours in direct contact with the agent since Monday. 

All steps have been repeated multiple times.

I have been told just to wait and see what happens which I cannot do as my phone is critical to my family and business.

I have never been given any of the IT ticket numbers.

Thanks

Kevin

[Ilyas_Y]

Thank you for the reply @Kevinmac1928.

May I ask what time frame the team gave regarding the IT ticket?
Did they mention how long until the team resolve this?
Let us know.

Kind regards,
Ilyas.

[Kevinmac1928]

I have not been given that despite asking for it.

[Ilyas_Y]

Thanks for the update @Kevinmac1928.

Usually IT have a time frame of 5 days generically speaking.
If you are able to ring team - they can and will give the IT ticket reference number to yourself.

Kind regards,
Ilyas.

[Kevinmac1928]

Thanks but I cannot afford the time to keep calling. They have previously told me they cannot provide the number which they obviously can. I need to take alternative measures.

[Ilyas_Y]

Thank you @Kevinmac1928.

You may wish to contact us via a message on WhatsApp: +447305 327 112.
Alternatively here are a list of ways to get in touch.

Let us know how it goes.

Kind regards,
Ilyas.