VoLTE and Samsung Galaxy A5 (2017)

[lmcdadu]

Hello,

Why is my Samsung Galaxy A5 (2017) not using VoLTE for voice calls? It used to on Fido's network and I lost this feature when going to VirginPlus.

According to VirginPlus, the Samsung Galaxy A5 (2017) supports VoLTE.

https://www.virginplus.ca/en/support/voice-and-video-over-LTE.html?province=ON&geoResult=failed

Note: I live in the Montreal area and I am a postpaid subscriber.

Daniel

[VirginPlusAntgio]

Hey there @lmcdadu, 

Welcome to the Community and thanks for your post. 

Below you will find the requirements to be able to connect with VoLTE;

• Have a compatible phone
• A Virgin Plus LTE rate plan and an LTE SIM card
• Be in the Voice and Video over LTE coverage area
• Data enabled on your account

Some devices will need to have the feature manually enabled; this step can be found in the link you provided. You can also find the coverage area within the link.

If you meet all of the requirements, let us know and we will investigate further.

[lmcdadu]

Hi,

Thanks for getting back to me.

I have a compatible phone: Samsung Galaxy A5 (2017). It is in the list. And the same Samsung Galaxy A5 (2017) made VoLTE calls on Fido's network.

I have a Virgin Plus LTE rate plan and an LTE SIM card. My plan is: BYOP 35 - 5GB.

I am  in the Voice and Video over LTE coverage area: Montreal area.

And data is enabled on my account.

However, I no longer have the VoLTE option on my phone. It used to have it when I was with Fido. It looks like the VirginPlus network does not support VoLTE or something is not properly provisioned. I switched from VirginPlus prepaid to VirginPlus postpaid hoping to get VoLTE. What is missing?

Daniel

[VirginPlusKris]

Hi there @lmcdadu.

Thank you for all the details.

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.

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