Loyalty Upgrade no WiFi calling?

[Roadie]

I was going to do the latest loyalty upgrade from Loyalty 55 to the extra (black friday?) bump with 10 Gig data and 5g uploads speeds. I was going through the process wary of loosing something I already had in the process. Right at the end of the upgrade process the confirmation page said that Wifi Calling wasn't included with my new plan. It said Wifi calling would be removed with my new plan selection. Is this true? I have crap coverage at my house with a metal roof so I really rely on the wifi calling.

I thought maybe this is simply a feature every plan gets now so it's not highlighted as a feature therefore it doesn't exist or is it truly not available?

I didn't want to call and get a verbal answer that there's no record of me asking. I just don't trust that process and I don't want to mess with something that's working for me now.

I did a search on the website for wifi calling and it listed the whole process but it looked like a really old page as all the phones listed as compatible were from the stone age.

Anyone have any idea what's the deal with wifi calling now.

[VirginPlusAntgio · Accepted solution]

Hey there @Roadie , 

Welcome to the Community and thanks for your post. 

This can happen when you request to change your monthly rate plan, however you can rest assured that you will be able to re-register the Wi-Fi Calling in your phones setting once the plan is changed (as long as the new plan meets the requirements for Wi-Fi Calling). 

You can use Wi-Fi calling on your phone when:

• You're on a plan that includes unlimited Canada-wide calling and texting
• You’re sending or receiving calls and texts in Canada
• You have access to a Wi-Fi connection

You can reach out to us if you face any issues re-registering your Wi-Fi calling profile and we will be happy to help. 

Let the Community know if you have more questions.

[Misha]

As you said: Don't mess with something that's working for you now! I was in the same situation, wanted to upgrade my plan but during the checkout I was advised wifi calling is not compatible with my new plan. So I asked a Virgin representative through the chat who ensured me I will be able to register for wifi calling once the plan is change, just the moderator here replied to you. After I changed the plan the wifi calling feature is nowhere to be found. So chatted with their representatives again, some told me the new plan is compatible and they allegedly activated wifi calling for me (but it still wasn't working) while others told me it isn't compatible (very confusing). They never got it working so I asked them to revert my plan change which they did but now the wifi calling is still not working and the option to turn it on is nowhere to be found in the app, it's just frustrating, I wasted so much time with it already and not sure if it will ever work again.

[Roadie]

Thanks for the reply Misha. That's pretty much exactly what I was afraid would happen to me. The time and stress of trying to sort something like this out after your fears come true too.

Having said that I pulled the trigger and decided to get the upgrade a couple of days ago. I figured that in the end if wifi calling was lost or they wouldn't switch me back I'd just pull the pin and go to another carrier. This feature is that important to me.

I'm happy to report that's not the case. I got it working, quite easily actually. Just like the moderator said once the plan was changed there was a wifi calling option in my phones setting that appeared. I don't think this option was there before. Now my phone actually says Virgin Wifi at the top of the screen where the carrier info is displayed. 

I have an Iphone with the latest update iOS 17.1.1 (actually I see 17.1.2 was just released). If you have one go to the settings app - phone - wifi calling (turn it on). That was all I needed to do.  Now like I said I get Virgin wifi displayed at the top of my screen now. I hope this helps you get your situation sorted. Virgin really could have avoided this confusion quite easily with one line of text on the upgrade confirmation page under where it says Wifi calling is being removed from your new plan. Maybe this is only a big deal to two of us?

[Misha]

Hi Roadie, glad it worked out for you. Thanks for letting me know, that gives me some hope. Yea, I am in middle of nowhere with no cell coverage so it is quite important to me as well... I don't have an iPhone but in the settings of my android the wifi-calling is still turned on, no changes, so I'm assuming it's just a matter of the plan change. I remember in the past I needed to activate the wifi-calling somewhere in the Virgin app, I think it was in between the add-ons, but now it is nowhere to be found there. Did you have to activate it there?/Can you see the wifi calling option/feature/add-on there at all? Also, what is your new plan if you don't mind me asking? 

[Roadie]

Hi Misha, I didn't know until I checked just now but yes I do see wifi calling listed in my add-ons with this new plan. Like you I'm sure I had to activate it as an add-on before; but not this time. I just changed my plan then I went looking in my phone settings after the change went through. I think changing plans actually unlocked this feature (and others) in my phone where it was controlled by the app or account level. Changing the setting in the phone is all I did. So just to be clear I can see that wifi calling is turned on in the app now but it did say that it was being removed when I upgraded my plan. It's listed under "My add-ons and promotional data". Probably where it was before I think. Like the moderator said you need to be switching to a plan that meets the requirements for wi-fi calling. I did see that noted in Virgins web site somewhere. Basically one that has Canada wide talk and text from what I can gather. They have to be cryptic I guess because the plans change so often, but things like this thread will live on into a different era.

My new plan is called "Loyalty+ BYOP Unlimited 65GB 5G".

[VirginPlusKris]

Hi there, @Misha. Thanks for all your details.

As well as thanks to @Roadie for taking the time to help out. 🙂

We'll be reaching out in a private message to take a closer look for you. Please check your Messages within your profile avatar in the top right corner.

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[DMD]

I was looking into changing my plan how ever I notice the WiFi calling option will  be remove....does this mean I will loose that feature on my new plan?

[PlayDumbella64]

As long as the plan meets requirements* mine doesn't and I was tricked into "upgrading* and wifi calling is disabled on my plan. Which is the plan right?

[Supershopper]

I have the same problem.  I have a Galaxy A54 5g I was told the that I would have WIFI calling.  My cell service is crap so decided to do what others have done and turn on WIFI.  It isn't available according to the list they have on my phone that they sold to me with the plan.  Getting very fed up with Virgin and the Telus cell tower. Phone is a paper weight. (Okay texting works most of the time. LOL)

[Supershopper]

Where do you find out if it has wifi calling on your plan?  I checked my agreement and my plan and there is no mention of it.  Never knew it was an option always had it with my Koodo and I did all the things that Roadie was told to do.

[Ddr]

I am facing same issue.  I want to get new phone buy new plan is removing wifi calling.   The cell service you provide is horrible in our area and wifi calling is required.  You can not expect us to pay for service you do not provide AND remove the work around!  Ridiculous!