Wifi calling not functioning

[captcory]

I just switched to Virgin and am trying to setup wifi calling on my new Iphone 13.  After toggling the wifi button on, it hangs up on the Activating WiFi Calling Screen and then comes up with a Message to call Virgin Mobile.  A call to them only confirmed that my plan/phone is eligible for WiFi calling and that I should contact Rogers my Internet provider who inform me it is not their problem as my internet is working fine.  Any suggestions would be appreciated.

[VirginPlusAntgio]

Hey there @captcory, 

Welcome to the Community. 

We wanted to check in to see if you were able to complete the Wi-Fi Calling set up or you still needed help?

For more details on Wi-Fi calling eligibilities, check out Virgin Plus Wi-Fi Calling, once on the page scroll down to Got Questions? We Can Help to find helpful information.

Looking forward to hearing back from you.

[bdl89]

When I try to turn on Wi-Fi calling, everything seems to work normally until, seemingly, the final step. I toggle Wi-Fi calling on, am prompted to enter my number to receive a verification code, which I do. Then I confirm address as prompted. When I hit confirm after confirming address, I get a message saying that all I need to do is go back to the Settings menu and toggle Wi-Fi calling on. When I do that, however, I'm brought back to the beginning of the process, entering my number, receiving verification code, etc. and Wi-Fi calling is not actually successfully activated. 

[VirginPlusKris]

Hi there @bdl89, and welcome to the Community!
We just wanted to step in and see if you've received assistance with your wi-fi calling troubleshooting? 
If not, for the community to be able to help further, could you please share the make and model of your phone? And at any time has your wi-fi calling been working, I.E. prior to a device OS / system update?  
— Kris

[bdl89]

I've reached out for phone support as well, and it's been elevated to a tech support team that has been in touch--no solution yet, though. 

It's a Google Pixel 6, and before I experienced issues, I've never attempted to set up WiFi calling (with Virgin, at least.)

[VirginPlusAntgio]

That's great to hear that it has been escalated. 

Keep us posted on the results.

[WellKnownHermit]

Are you trying to activate it within Canada?  Virgin has Wifi Calling disabled when you leave the country so that you have to pay for roaming. 

[bdl89]

Yes, I'm in Canada.

[bdl89]

It's been escalated, but I've not heard anything in more than a week, and the issue still persists.

[WellKnownHermit]

I suspect it will never get fixed, but if it does please post the solution here. I have the same issue and they have been unable to fix it. 

[VirginPlusAntgio]

Thanks for the update @bdl89, it sounds like there is a deeper issue with your profile and that they are working on finding a fix for you. 

@WellKnownHermit, you mentioned in your comment "Are you trying to activate it within Canada?  Virgin has Wifi Calling disabled when you leave the country", Is your Wi-Fi calling working while in Canada or is your concern the inability to use Wi-Fi calling outside of Canada?

For more details on Wi-Fi calling eligibilities, check out Virgin Plus Wi-Fi Calling, once on the page scroll down to Got Questions? We Can Help to find helpful information.

[bdl89]

I'm growing more frustrated with Virgin's customer service on this issue. I did not receive a callback that was promised from tech support, a chat agent gave me a direct number for tech support which is apparently only for Bell customers. Nothing but dead ends....

[VirginPlusKris]

Hi there @bdl89.
Could you try the following troubleshooting steps and let us know the results in regards to your wi-fi calling?

• Put the SIM card in another phone to see if the issue is replicable, or
• Factory reset your phone.

Looking forward to hearing back from you.

— Kris

[sbernstein]

Apprecaite the help!

esim activated and functional for calling and texts. wifi calling enabled in settings, emergency info populated

travelling abroad, have traveller voice, text, data package

current internet does NOT block wifi-calling (i know the owner and confirmed). connection is fiber clear channel - 150mbps up and 150 mbps down (tested)

WIFI does not appear next to carrier name.

[Foxfyre]

Is wifi calling supported as part of this? My understanding is that if you have unlimited calling you should have wifi calling at the least.

My IMS Status is showing:
IMS Registration - not registered
VO wifi unavailable
VO LTE unavailable

The phone works with calls and everything, that said the girl at the kiosk had a lot of issues just getting the card itself working. Works with koodoo and bell sims- Pixel 7 pro.