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John_M0EAV
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Message 11 of 18
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Re: Wifi Calling failure - SIM ID issue?

Hi Rob,

Not quite right. If I'm in an area with both EE & Virgin available but equally weak, the wifi calling only connects when the sim identified itself as on the Virgin network. If the dominant network becomes EE, then wifi calling disconnected. I was watching this whilst sat in the same spot in my mother in laws house and is occurs every couple of minutes. For instance, phone shows 1 bar EE, no wifi calling, waited a minute or two then IDs as 1 bar on Vigin and within a few seconds connects to wifi calling. A few minutes later wifi calling drops and the sim shows as connected to EE.

Also, I noticed this morning whilst our for a walk that I connected to the phone network on EE and the MyVirginMobile app will not log in using the sim option as its not on the Virgin mobile network. Could be a red herring but worth mentioning. 

Regards and thanks for your help.

John

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Ayisha_B
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Message 12 of 18
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Re: Wifi Calling failure - SIM ID issue?

Hi John,

 

We've been looking into this and I'd like to get the sim replaced for you to see if this resolves the issue you're having.

 

Will pop you a PM now to confirm some details and we can take it from there. 

Ayisha_B
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Ayisha_B
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Message 13 of 18
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Re: Wifi Calling failure - SIM ID issue?

Hello,

 

Thanks for confirming the requested details via PM.

 

I've ordered a replacement sim for you to see if this makes any difference. If you still have issues, give us a shout and we can look into things further. 

 

Keep us posted.

Ayisha_B
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John_M0EAV
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Message 14 of 18
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Re: Wifi Calling failure - SIM ID issue?

Many thanks, I await the new sim and hope it fixes the issue.  In the meantime and for further info, I did some more testing this morning. Please see the two screenshots below. I've highlighted the changes and it's plain to see what I was describing previously. First image, ID as EE, wifi calling not connected. Second image, ID as Virgin, wifi calling connected.

20220106_122621.jpg

20220106_122557.jpg

Not expecting a response as I don't think this needs one but I thought it worth sharing as it may give a clue to the actual issue. 

Regards

John

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enlli
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Message 15 of 18
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Re: Wifi Calling failure - SIM ID issue?

The one marked Virgin is correct and that will be Vodafone

The mystery is the one marked EE as you should not be able to connect to it at all.

I suspect the new SIM will correct this anomaly.

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

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Kath_F
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Message 16 of 18
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Re: Wifi Calling failure - SIM ID issue?

Hi John_M0EAV, 

Thanks for coming back to us with an update. It is useful to know indeed. 

Fingers crossed the new SIM will resolve things for you. 

Keep us posted on how things go. 

Thanks, 

Kath_F
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John_M0EAV
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Message 17 of 18
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Re: Wifi Calling failure - SIM ID issue?

Just to close this thread, after over 48 hours of using the new sim card, I can report a consistent connection to wifi calling and none of the previously experienced issues. 

Thank you all for the help. 

Regards and Happy New Year.

John

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Ayisha_B
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Message 18 of 18
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Re: Wifi Calling failure - SIM ID issue?

That's amazing John!

 

Thanks so much for the update and I am pleased we could get this resolved 🙂 

 

You know where we are if you need any further assistance.

 

Hope you have a lovely weekend.

Ayisha_B
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