wifi calling not working - iPhone 13 Pro Max esim

[sbernstein]

Help please. iPhone 13 Pro Max, Esim virgin, enabled in settings, filled out address. I have access to fiber internet. No indication that wifi calling works and actually when I try to call without cellular turned on, virgin states there is no connection and to disable airplane mode (further indicating that wifi calling is not working).

Thanks.

[Adri_G]

Hi sbernstein, thanks for posting on our help forum about your issue today.
We're sorry to hear you're having problems with Wi Fi calling over your home network, we'd love to best assist with this.
Could you please check if both Wi Fi and Wi Fi calling are enabled in your handset settings before you make a Wi Fi Call and see if this helps with the issue?

Also, would you be able to tell us if a) your broadband services are with us on another provider? b) if you're using the latest iOS version on your iPhone and c) if your device has been purchased by us?

Please, tell us more and we're happy to help.

[sbernstein]

Thanks Adri,

Confirmed:

a) wifi is active: 150 mbps up, 150 mbps down - clear channel fiber - I am traveling

b) iOS 16.1.2

c) purchased directly from Apple

[sbernstein]

Apologies I did not confirm but yes: wifi is turned on, I am surfing, and wifi calling has been turned on in the phone and Emergency data screen filled out. No errors reported in that process.

[Adri_G]

Thanks for confirming and sorry to see this didn't help.
We can advise that your handset is compatible with this calling feature however there may be a fault, what's the provider used for the wireless internet connection?
Are you currently abroad or in the UK?

Can you also tell us if there has always been an issue with Wi Fi calling from this iPhone or have you been able to make Wi Fi calls as normal before on this device?
If you try to switch manually to another network does this work for you?

[sbernstein]

Thank you for such prompt responses! 😁

I am a new virgin subscriber (1 day old today!) so I have not had the opportunity to use V's wifi calling. That said, I have used esim's and sims from other carriers in my travel and not had a problem with wifi calling. No longer in the UK, in Central America now, Guatemala, and I have purchased the travel package for voice, text, data.

Yes, I can turn off automatic selection and choose a cellular provider.

[Steven_L]

Thanks for coming back to us sbernstein. I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

[sbernstein]

ok no problem. Private message here or or direct chat/sms?