topic Re: Can't activate WiFi calling (frustrating endless loop!) in Mobility

Wifi calling not functioning

captcory — Sun, 21 Aug 2022 15:34:06 GMT

I just switched to Virgin and am trying to setup wifi calling on my new Iphone 13. After toggling the wifi button on, it hangs up on the Activating WiFi Calling Screen and then comes up with a Message to call Virgin Mobile. A call to them only confirmed that my plan/phone is eligible for WiFi calling and that I should contact Rogers my Internet provider who inform me it is not their problem as my internet is working fine. Any suggestions would be appreciated.

Re: Wifi calling not functioning

VirginPlusAntonie — Mon, 09 Feb 2026 13:08:48 GMT

Hey there @captcory,

Welcome to the Community.

We wanted to check in to see if you were able to complete the Wi-Fi Calling set up or you still needed help?

For more details on Wi-Fi calling eligibilities, check out Virgin Plus Wi-Fi Calling, once on the page scroll down to Got Questions? We Can Help to find helpful information.

Looking forward to hearing back from you.

Can't activate WiFi calling

bdl89 — Wed, 21 Sep 2022 20:37:51 GMT

When I try to turn on Wi-Fi calling, everything seems to work normally until, seemingly, the final step. I toggle Wi-Fi calling on, am prompted to enter my number to receive a verification code, which I do. Then I confirm address as prompted. When I hit confirm after confirming address, I get a message saying that all I need to do is go back to the Settings menu and toggle Wi-Fi calling on. When I do that, however, I'm brought back to the beginning of the process, entering my number, receiving verification code, etc. and Wi-Fi calling is not actually successfully activated.

Re: Can't activate WiFi calling (frustrating endless loop!)

VirginPlusKris — Tue, 06 Sep 2022 19:19:33 GMT

Hi there @bdl89, and welcome to the Community!
We just wanted to step in and see if you've received assistance with your wi-fi calling troubleshooting?
If not, for the community to be able to help further, could you please share the make and model of your phone? And at any time has your wi-fi calling been working, I.E. prior to a device OS / system update?
— Kris

Re: Can't activate WiFi calling (frustrating endless loop!)

bdl89 — Wed, 07 Sep 2022 20:54:08 GMT

I've reached out for phone support as well, and it's been elevated to a tech support team that has been in touch--no solution yet, though.

It's a Google Pixel 6, and before I experienced issues, I've never attempted to set up WiFi calling (with Virgin, at least.)

Re: Can't activate WiFi calling (frustrating endless loop!)

VirginPlusAntonie — Thu, 08 Sep 2022 18:10:41 GMT

That's great to hear that it has been escalated.

Keep us posted on the results.

Re: Can't activate WiFi calling (frustrating endless loop!)

WellKnownHermit — Wed, 21 Sep 2022 20:06:12 GMT

Are you trying to activate it within Canada? Virgin has Wifi Calling disabled when you leave the country so that you have to pay for roaming.

Re: Can't activate WiFi calling (frustrating endless loop!)

bdl89 — Wed, 21 Sep 2022 20:17:27 GMT

Yes, I'm in Canada.

Re: Can't activate WiFi calling (frustrating endless loop!)

bdl89 — Wed, 21 Sep 2022 20:17:58 GMT

It's been escalated, but I've not heard anything in more than a week, and the issue still persists.

Re: Can't activate WiFi calling

WellKnownHermit — Wed, 21 Sep 2022 22:02:37 GMT

I suspect it will never get fixed, but if it does please post the solution here. I have the same issue and they have been unable to fix it.

Re: Wifi calling not functioning

VirginPlusAntonie — Mon, 09 Feb 2026 13:09:01 GMT

Thanks for the update @bdl89, it sounds like there is a deeper issue with your profile and that they are working on finding a fix for you.

@WellKnownHermit, you mentioned in your comment "Are you trying to activate it within Canada? Virgin has Wifi Calling disabled when you leave the country", Is your Wi-Fi calling working while in Canada or is your concern the inability to use Wi-Fi calling outside of Canada?

For more details on Wi-Fi calling eligibilities, check out Virgin Plus Wi-Fi Calling, once on the page scroll down to Got Questions? We Can Help to find helpful information.

Re: Wifi calling not functioning

bdl89 — Thu, 29 Sep 2022 18:07:10 GMT

I'm growing more frustrated with Virgin's customer service on this issue. I did not receive a callback that was promised from tech support, a chat agent gave me a direct number for tech support which is apparently only for Bell customers. Nothing but dead ends....

Re: Wifi calling not functioning

VirginPlusKris — Mon, 03 Oct 2022 20:13:34 GMT

Hi there @bdl89.
Could you try the following troubleshooting steps and let us know the results in regards to your wi-fi calling?

Put the SIM card in another phone to see if the issue is replicable, or
Factory reset your phone.

Looking forward to hearing back from you.

— Kris

iPhone 13 pro max, Virgin esim - Wifi-Calling not working

sbernstein — Wed, 07 Dec 2022 16:06:40 GMT

Apprecaite the help!

esim activated and functional for calling and texts. wifi calling enabled in settings, emergency info populated

travelling abroad, have traveller voice, text, data package

current internet does NOT block wifi-calling (i know the owner and confirmed). connection is fiber clear channel - 150mbps up and 150 mbps down (tested)

WIFI does not appear next to carrier name.

Wifi Calling - Prepaid with unlimited calling and 500+500mb data

Foxfyre — Fri, 05 May 2023 04:46:55 GMT

Is wifi calling supported as part of this? My understanding is that if you have unlimited calling you should have wifi calling at the least.

My IMS Status is showing:
IMS Registration - not registered
VO wifi unavailable
VO LTE unavailable

The phone works with calls and everything, that said the girl at the kiosk had a lot of issues just getting the card itself working. Works with koodoo and bell sims- Pixel 7 pro.

International wi-fi calling

LizC — Sat, 10 Jun 2023 16:44:25 GMT

Why can't I use wi-fi calling outside Canada?

Wi-Fi calling not working outside Canada

Gorkem — Sat, 17 Jun 2023 00:04:25 GMT

Hi,

I have two numbers connected to my wife's and I. I have just left Canada and what I did for Wi-Fi calling is:

- I enabled it on my iPhone 13. It works without a problem.

- I also enabled it on my wife's iPhone 11. Enabling was smooth, however she cannot receive calls from Canada while she's connected to Wi-Fi.

We are on the same Wi-Fi. I can receive calls, but she cannot.

What could the problem be? This is critical as she will be working remotely and needs her phone Wi-Fi enabled.

Re: Wi-Fi calling not working outside Canada

VirginPlusKris — Mon, 09 Feb 2026 13:11:24 GMT

Hi there, @Gorkem. Welcome to the Community.

As shared by @VirginPlusAntonie and other users, wi-fi calling with Virgin Plus is not supported outside of Canada.

While it's good to hear that you're receiving calls, this would be an anomaly; your wife's wi-fi calling is behaving as it normally should and she would need to enable roaming to receive calls as one normally would without wi-fi calling.

If you're still unsure, check out our page on Wi-Fi Calling and scroll down to Wi-Fi Calling Good-To-Knows or the FAQ beneath that for more info.

Re: Can't activate WiFi calling

DeeDee — Thu, 05 Oct 2023 19:48:35 GMT

This is EXACTLY my problem BUT it's happening yo my phone AND my husband's at the same time. This is the 3rd time in less than a year and we've been 3 days this time and it still won't turn on. Was only a few hrs 1st time and came on next day the 2nd time. These are our only phones so we have no way to call people. I spent almost an hour with Virgin yesterday and almost an hour with samsung - both say it must be the other. I have a galaxy 22 and husband has a 21. Our phones are useless and I'm so frustrated!

Wi-Fi Calling

bora — Thu, 30 Nov 2023 19:43:43 GMT

So apparently my phone should be good to go with Wi-Fi calling (Samsung Galaxy A53, my plan includes unlimited Canada-wide calling&texting, I live in Canada), but there's no option for it on my phone. I tried using the chatbot for help but it's absolutely broken lol. I live in a basement apartment and my cell reception is poor, but my wifi is great and I just want to stop missing calls from delivery people. But for some reason, I can't turn on Wi-fi calling.
My phone is also greyed out on my profile page; every time I go through the process to reselect my phone it will appear fine on the newly-loaded profile page after, but any navigation away from the page&then back will grey it out again. No idea why that's happening.