topic Re: Call problems in Mobility

Call problems

Longroad — Tue, 07 Sep 2021 00:35:46 GMT

So, I have an LG G8 Thinq that is 2 years old. I have always had good service. However, in the past 3 months, I have found that when I am on a call after about 45 - 60 mins the call quality starts to break down. The other party can hear me but I cannot hear the other party. The call breaks up. I can only figure it is something on Virgin's end. Any thoughts?

Re: Call problems

VirginPlusElla — Wed, 29 Sep 2021 20:26:18 GMT

Hi there! Thanks for bringing this up to our attention. No worries as we're here to help. Regarding this matter, as of August 24, 2021 there is a new update available to resolve this issue. Please ensure you have the latest version of the Google application installed on your device. Please see steps below;

To check the version of the app:

Go to Settings
Open Apps and notifications
Select the Google app.
Scroll to the bottom and check your application version under Advanced.
If you are not on version 12.33.16.23 or higher, please update the app to resume phone service.

How to update:

Open the Google Play store
Enter “Google Search” in the search field
Select the Google app by Google LLC
Select Update

Thank you and we're looking forward to your positive confirmation.

Re: Call problems

stelar — Mon, 09 Jun 2025 12:47:20 GMT

When I try to talk on my pixel8a with Virgin services I can hear others fine but 80% of the time they can't hear me. This happens in and outside of my house. Went to an Authorized depot for the phone and they claim that's not the problem. I do notice that mostly only have one bar.

If this issue is poor coverage with Virgin how would I get out of this contract.

Re: Call problems

VirginPlusAntonie — Tue, 10 Jun 2025 15:19:11 GMT

Hey there @stelar ,

Welcome to the Community and thanks for your post.

As the Community is a peer to peer assistance channel, it would be hard to determine the cause. However, signal strength can be affected by many factors; line of sight to towers, topography, the amount of users connected to the tower and many more.

In order for the Community to best assist, some extra details will be needed;

Are you only seeing issues with your calls? What about text messaging or data usage?
Do you have a phone case that may be blocking the receptor opening?
Do you know of anyone else in the area having similar issues?
Have you tried to restart your phone and reset the network settings?
Have you got in touch with our technical support team to open a ticket?

Additionally, we would like to recommend Wi-Fi Calling as this is going to be the most commonly recommended fix for reception issue if you're in a low network area.

Looking forward to hearing back from you.