Bad reception and no data randomly

[Sadlymad]

My boyfriend and I signed up with Virgin maybe 2 weeks ago now. We came from Rogers and Fido. Since we signed up we have had random times when we have no signal for phone calls or internet. This has included my partner being out on the street and he was breaking up and had no internet and another time me being inside our home and breaking up and no internet. Other times people have called us while we were home or outside and it went straight to voicemail. I called them yesterday and waited 40 minutes on the phone for them to tell me to reset the network settings and that doing so would end the call and good day. So I did it on both mine and my partners phones and still the issue persists. I tried to request a call back on the app but since I signed up that hasn’t been working and says I have to call. The robot also doesn’t understand the issue I’m having so is no help either. Has anyone experienced this issue? Virgin was seemingly dumbfounded yesterday I told them about the problem and didn’t really have an answer so told me to reset the network. 
I am thinking seeming it’s both my partners and my phones that maybe it’s the SIM cards - has anyone else experienced the same? 
My partner is fed up as he takes calls all day and it’s affecting him worse and he wants to drop Virgin and go to another provider but we signed up together to get the discount and so I could get a new phone for cheaper. 

we are so disappointed and frustrated. 
we go on road trips a lot so need to have good signal and the man who sold us the phones assured me they had the most cell towers across Canada so should be just as good as Rogers……….

oh also I am supposed to pay my first $160 bill in 4 days and I just sold my old phone so now I’m kind of screwed. 

[VirginPlusAntgio]

Hi there @Sadlymad ,

Welcome to the Community and thanks for your post.

We can understand your frustration and we will be happy to help the best we can. In order to do so we will need some details from you;

Do keep in mind as well that many factors can limit signal strength; topography, environmental conditions, line of sight to towers, types of buildings in your area, etc. 

• Are you seeing any issues with your text messaging as well?
• Where are you currently located?
• What is the make, model and IOS/OS version of your phones?
• Do you know of anyone else in the are having similar issues?
• Have you tried using Wi-Fi calling where available?
• Have you got in touch with our technical support team to open a ticket?

In the meantime as well, we'd recommend checking out our How To article on Troubleshooting voice calls for tips and advice that may help.

Looking forward to hearing back from you.

[Hub]

I'm having a similar issue. I have had calls go directly to voice-mail and as far as using my Data in concerned,it won't work unless I'm connected to wifi. That defeats the purpose. I'm only on my 3rd or 4th month and am wondering if the switch was a mistake and maybe I should look elsewhere. 

[Sadlymad]

Go get your SIM card swapped out for a new one. They will happily charge you $20 to do so even though it’s their fault. 😂 we had to to get it working. Didn’t bother submitting our receipt as it was so much more effort than we wanted. 

[scor]

Virgin representative called my phone to explain some problems - my iphone did not ring and the caller told me that her call went straight to my voice mail.  This happens whenever Virgin Mobile calls me.  Virgin Mobile told me to call them.  Is this the solution?

[ejr]

we have been with virgin for 3 years now and everything was good until 2 months ago, we can barely make calls or receive them, it is not the phones because we've had the same phones for about a year. could there be something with the towers. we live in Sainte-Marie de Kent, New Brunswick. Could someone let me know what the problem could be? it is frustrating!!!!!