No cell service at home and phone calls dropping

[Lizzie]

I have two bars at my apartment in centre town ottawa. Sometimes I have no bars of cell service and phone calls are constantly dropping or gets all broken up even when my cellular data is on. 

[1EYE]

Hey check out this Wi-Fi calling link https://www.virginplus.ca/en/support/wifi-calling.html 

I had similar calling issue on my Samsung and was able to get a better connection. 

Couple keys when I read that article that you need to know. 

1. Need a Wi-fi connection at home.

2. Your mobile plan needs unlimited Canada wide calling and minutes. 

3. Compatible phone, you never mentioned a device but check the link to confirm. 

Hope it gets you up and running with a better connection. 

[Lizzie]

thanks! the phone calls drop even when I am not at home. I will set up the wifi calling for when I am home. I was talking to a rep through the chat and it was dropped several times and she mentioned something about my sim card having to be replaced or like some kind of reset should happen but the instructions she shared with me were all lost because the chat function just quit on me. Its an I phone 12 I just purchased from virgin  in April/May this year and it has unlimited phone calls. 

[1EYE]

Hope wifi calling set up went well.

Getting a new Sim card is a great idea, remember to back up your contacts from the original Sim.

Sounds like the chat agent wanted you to reset your network settings. Look in the How to reset section and select Reset network settings topic. If you had set up WiFi calling already, you need to set it up again along with all your saved WiFi connections passwords.

[tigger5]

Same problem here.. I have the ZTE WF723CA wireless home phone.. even changing locations to OUTSIDE the house, i get 2 bars sometimes 3...my brother has the previous model and its in the middle of his house..he has full bars. Been with virgin plus home phone (tv and internet also) for about 1 month now and am NOT to impressed so far... many issues and navigating the site for information is terrible..

Has anyone found a proper solution to this particular issue ?????

[1EYE]

If you are in Quebec, i would suggest running the Virtual repair tool. 

https://www.virginplus.ca/en/support/virtual-repair-tool.html 

If you are not in Quebec, reboot your modem.

Let us know if it helped. 

[tigger5]

Link you sent is for TV and internet.... has nothing to do with the home phone... and do not take this wrong, this is a part of the problem with virgin... you mention a problem with item "a" and are given/directed to info for item "b" or "c".. when I called a few weeks ago (example) i was transferred to a "bell" tech who had to re transfer me... been nothing but headaches so far with live chat, in person phone call and the website (looking for info)

[VirginPlusAntgio]

Hey there @tigger5, 

Welcome to the Community and thanks for your post. 

When you see only 2 or 3 bars on your Home Phone Hub, it could mean that it is located in a spot that is not ideal. 

A good trick is to make sure it's not positioned next to any major appliances or spots that would insolate the signal. When you set up the Home Phone Hub – make sure the “Signal Bars” on the Hub is at least 4 bars or better.

Try moving your Home Phone Hub next to a large window and let us know how it goes. 

[tigger5]

siiighhhh.... thanx but on the first line --> "even changing locations to OUTSIDE the house,"....... this is on my deck.. nothing around ...clear sky...away from any wall ... no gazebo .etc etc etc

[VirginPlusAntgio]

Thanks for the clarification @tigger5,

We would like to have a closer look and help where we can. 

We sent your a private message with some information that we need in order to continue.

Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

[tigger5]

To bring everyone up to date on the phone service...sorry, but my patience are done... after wasting a couple of hours last week on the phone, I was told I need a NEW sim card for the HOME PHONE (WF723CA Wireless Home Phone) and it would be sent. I asked if there is anything I need to do and was told to just swap it out. I just received and installed it and NOW THERE IS NO signal. Just a red light for the signal strength and blinking green battery indicator. Looking through the manual for the WF723CA I find a section stating that green blinking battery and red signal strength means I need a PIN code...and of course, IT IS NOT INCLUDED.. The website, has no virgin home phone section, and no matter where I chat or call, I will. as usual, get transferred SEVERAL times, one of which will surely be "Bell" (this has happened EVERY time) before getting to the proper department. VirginePlus...YOU REALLY NEED TO WORK ON THE WEBSITE/SYSTEM YOU HAVE...going to live chat now, even though my "technical issues" selections available are only TV and Internet

[tigger5]

Just gets better and better...after waiting about a half hour , i get disconnected when i try to reply (logged out ????)

"You are now connected with XXXXXXXXXXX."

Thank you for chatting with us today. This session has ended. For further questions, please start a new chat. 

I restarted the chat..and now finally after almost 2 hours to get a pin to unlock the new sim card, the card did not unlock and now need to bring the home phone, the WF723CA and sim to a virgin plus store or "the source"....

It should not be this difficult.

[VirginPlusAntgio]

Hey there @tigger5 , 

As Virgin Plus Home Phoneservices are only available in Alberta, British Columbia and select regions in Quebec. Depending on the region selected, the page may not populate.

We still haven't heard back from you since our first private message we sent. We would like to review and assist where we can, we've sent you another private message.

Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

[tigger5]

Thanks but i am done with typing/talking.... going to a virgin or the source store/outlet nearest me in the coming days... if thy can not do anything, then i will change providers...this has gone on WAY to long and has been like pulling teeth... on an aside, i am in quebec.. spent already close to 10 hours (live chat and phone) just on the phone services problems

[tigger5]

Update- Left 9:30 am local time, returned 11:30 am local time.. As instructed, went to the nearest "The Source" and explained the situation. The person went to his manager and returned saying that they did not understand why I was told to go to The Source because they do not do and chip activation. I though I was lucky, there was a virgin booth in the mall..but nooooooo... They tell me they need a modem (?) and do not have this, and I should go to another virgin in another mall nearby.
I go to that Virgin, and do not mind telling you which because of the answer from this one. It is the one located at Carrefour Laval. I explain about the NEW chip and he insists the NEW chip is defective and I would need to purchase a another one for $10 and that I should phone virgin to see if i would be reimbursed. All this WITHOUT EVEN ATTEMPTING to activate the chip I had.

Sorry...but your home phone is a BIG ZERO...way too many headaches and TOO MUCH time wasted on something so so simple.

In the coming weeks I will be changing home phone services..from there possibly other services, unless something drastic happens to fix the issue. All this has left a VERY bad taste for Virgin.

On an aside... the link provided for Home Phone I know..now from here, as a regular "Joe Sixpack", find support for the home phone.. click live chat, then technical issue...see what happens. Which ever you select, you will talk to someone who is not from the home phone department, and will be transfered..most likely to BELL and they will retransfer you.