Network gaps and issues/making and receiving calls in Southern Ontario, Toronto and GTA

[Aotg]

For the last few weeks I have had issues making phone calls or recieving calls. I am located in Toronto GTA (durham region). I need help, but for some weird reason, the only way Virgin mobile helps is by booking a call...which I can not recieve. I have pulled my sim card, rebooted my phone many times and just did the latest update on July 27th and still it hasn't fixed it. Please confirm how I can fix this...perferably without having to do a complete reset and losing all of my contacts/msgs, etc.

[1EYE]

Hey Aotg, 

You didn't mention what type of mobile you are using. If you are using an Android device, i would suggest resetting your network settings to allow for new connections. You can do this on iPhone as well, i just don't know how since I am an Android user.

1. Swipe up or down to view the apps.
2. Touch Settings.
3. Scroll to and touch General management.
4. Touch Reset.
5. Touch Reset network settings.
6. Touch RESET SETTINGS.
7. Touch RESET SETTINGS.
8. The network settings have been reset.

This will cause you to lose any existing Wi-Fi connnections already saved on your mobile, you will need to set up these access points after doing the above. 

Let us know if you are successful. 

[VirginPlusKris]

Hi there, @Aotg. Welcome to the Virgin Plus Community.

Thank you for your post as well, @1EYE. 🙂

We wanted to check in and see if you were still having issues with your ability to make and receive calls. Were the tips provided by 1EYE able to help? If not, could you please provide some additional details for the Community to be better able to assist?

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 and/or data usage as well?
• Are the issues only happening indoors at home, or outdoors as well?
• Do you know of anyone else in the area 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.

[Aotg]

I had to do a complete reset, saving everything to my old phone, resetting to factory and resaving to this new phone. It worked for a bit, but now its back to not being able to receive calls. This step above didnt work either. any other options? Again, I cant have virgin mobile call me, and there is no way I can get ahold of them. My phone is less than a year old.

[Aotg]

I had to reset to factory...it worked for a bit and now its back to not being able to recieve calls. See my notes below

• Are you seeing any issues with your text messaging and/or data usage as well? NO
• Are the issues only happening indoors at home, or outdoors as well? In and outdoors
• Do you know of anyone else in the are having similar issues? NO
• Have you tried using where available?NO
• Have you got in touch with our technical support team to open a ticket? I can't get ahold of them because there is no # to call and I cant receive calls when they call me. 

[1EYE]

Hey Aotg, 

Sounds like you have a firmware issue. 

Did you get the device from Virginplus within the last year, going down the warranty path should your next option if this is true. 

Find a store close your residence, be sure to filter for <<Service lounge>> 

https://www.virginplus.ca/en/support/find-a-store.html 

If you didnt get the device from Virgin, did the device work after factory restoring and before you restored your back up?

You also didn't mention the type of device. 

[Remo]

I live in Pickering. We came from Rogers service and decided to go with Virgin. We love everything about our Virgin service except for the signal strength around us. I say us because I have spoken to many people in the neighbourhood and if they are with Bell or Virgin the signal is very bad. Many times I am standing outside my home trying hard to have a conversation. I see my neighbours around me doing the same. This did not occur with Rogers. Can Bell (Virgin) please improve the signal strength in this area. I live in the Westshore area near the lake. We either need a signal boost or another tower. Can anything be done or I may have to revert to Rogers, which I do not want to do, simply to have a conversation with someone on my phone.