Poor mobile reception/Dropped calls

[Help_Seeker]

I have been experiencing poor reception and dropped calls in the last 2 months. This happens when I am in the house or outside of my house. Prior to the month of May, this was not as big an issue.........it is now a huge source of frustration.

I have tried the self help suggestions and nothing has changed. I have 2 Virgin mobile phones Apple and Samsung and they both exhibit the same problem, so it is very unlikely that it is the hardware.

What has changed in the mobile network to have caused this problem?

[VirginPlusAntgio]

Hey there @Help_Seeker, 

Welcome to the Community and thanks for your post. 

As the Community is a peer to peer assistance channel, it would be hard to determine the cause. However, signal strength can be affected by many factors; line of sight to towers, topography, the amount of users connected to the tower and many more. 

In order for the Community to best assist, some extra details will be needed;

• Where are you located?
• Have you tried to simply restart your phones and reset the network settings?
• Have you tried Wi-Fi calling where available?
• Have you gotten in touch with our technical support team to open a ticket?

We also invite you to check out our How To article Troubleshooting voice calls

Looking forward to hearing back from you.

[dargc]

I'm pretty sure this is because something is up with Bell towers.  My co-worker and I both have the same exact issues with dropped calls, spotty coverage and our robotic sounding voices cutting in and out constantly.  She is with Bell and I'm with Virgin Mobile but both are using Bell towers.  My daughter is with Virgin Mobile too and she and I have to resort to Facebook messenger calling because of our robotic sounding voices that cut in and out constantly.  It doesn't matter if she calls my house phone from her cell either, which is Eastlink.  Her phone still cuts in and out with our robotic sounding voices or just drops the call.   So I've determined it must be a Bell issue.  This has been going on for about three months now. 

[dargc]

I meant to say our house phone is with Eastlink.

[VirginPlusKris]

Hi there, @dargc. Welcome to the Virgin Plus Community, and thank you for sharing details as to the issue.

We'll be reaching out in a private message to assist further. 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

[Candy804]

I had the same problem. I switched my cellular from 5G auto to 3G in settings and went from 2 bars to 4 bars immediately. I’m hoping this eliminates the problem. 

[Godman]

I have over the last 4 to 5 months have see a significant degradation of service in so many areas that once had excellent service. Even comparing to the coverage map published, it's not as advertised. I'm thinking Bell customers are getting the best signals and Virgin gets whats leftover. Thinking of switching.

[Louise_Sandercock]

I use my phone for business, all day every day. Very frustrating to be on the phone with a client and have calls dropped. Almost all calls, incoming and outgoing drop instantly. 

[BlancheNeige]

I have been having the same problem now into the fourth month. Only about 10% of my calls are not dropped. I have tried everything but they can't help me at Source. I have called in to complain. Seems to be a common problem across PEI related to the towers. I am completely tired of paying for a service I don't  have. I can't  get importanr calls from my doctor.  I've had to travel into town to have conversations with people. I want this corrected. It's been too long and I am completely out of patience. I can't even call I to the Virginservice number without the call dropping!

[VirginPlusKris]

Hi there, @Godman, @Louise_Sandercock, and @BlancheNeige. Welcome to the Virgin Plus Community.

Please take a look at the questions asked above earlier in the thread by @VirginPlusAntgio and provide further details when possible. The Community will need to know more to be able to assist.

Looking forward to hearing back from all of you.

[Kelowna]

I have restarted,  swapped sim cards, swapped phones and is no fun transferring the data even with easy share transfer. Issue started when I moved from Ontario to Kelowna in July 2022. Many reasons given, but the thing is I am told I am not the only one having this issue.  So Why all this troubleshooting,  questions when they are aware that Bell had been having this problem and see it is getting worse. They know it has something to do with the tower (s). Are they Bell towers or are they contracting with another provider to use their tower?

[Newcustomer]

I am unable to make calls and unsure who all tried to call me. I asked my friend to call me, most of the times, nothing happens (no tone, nothing) and sometimes it would sound like as if its ringing but my phone never rings. I am located in south Etobicoke. Also, I am facing this issue since last month and despite of raising this with you never got any resolution or update on my tickets.