X

Error Msg Title

Error Msg Content

Ok
X

Warning Msg Title

Warning Msg Content

Ok

INTRODUCING WI-FI CALLING.

Get it on the iPhone 5c and up. Wi-Fi calling lets you
make and receive calls and texts when network coverage isn't available.

THE RUNDOWN

You can use Wi-Fi calling on your iPhone when:

  • You’re on a Platinum Plan that includes unlimited Canada-wide calling and texting
  • You’re sending or receiving calls and texts in Canada
  • You have access to a Wi-Fi connection
  • You have
    • iOS 9.2 or higher on the iPhone 5c, 5s, 6 and Plus
    • iOS 9.3 or higher on iPhone SE
    • iOS 10 or higher on iPhone 7 and 7 Plus

You don’t need to download additional applications or updates to use Wi-Fi calling and, just like calling using the network, you can call or text directly from you contact list.

Wi-Fi Calling Good-to-knows

Who can use Wi-Fi Calling?

You can use Wi-Fi calling if:

  • You’re on a Platinum Plan that includes unlimited Canada-wide calling and texting
  • You have a LTE or NFC LTE Nano sim card
  • You have access to a Wi-Fi Network in Canada
  • Data is enabled on your account

How to activate Wi-Fi Calling?

To activate Wi-Fi calling go to Settings and enable Wi-Fi Calling.

If you’re using Wi-Fi calling for the first time, read and accept the terms and conditions and provide a 911 emergency address.

Like LTE or 4G, you’ll see Wi-Fi appear beside the Virgin Mobile Network name on the status bar of your phone.

How much does it cost?

Wi-Fi Calling is included with Virgin Platinum plans that feature unlimited nationwide calling and texting. 

Heads up! International calls and texts made with Wi-Fi Calling will be charged the same, standard long distance rates as cellular calls/texts.

Wi-Fi Call Quality & Limits
Your iPhone will always default to the network for calls.

Heads Up! The quality of a voice call can vary depending on the strength of the Wi-Fi signal and available Internet connection. If you leave a Wi-Fi zone while on a call, it will immediately disconnect.

Special Number Limitations:

Special Numbers Compatible with Wi-Fi Calling
  • 411
  • 611
  • 911
  • 0+ operator calls
Yes
T-911 No
Service based on user location (i.e. #TAXI) No
‘#’, “*”, or 211 / 311 No

 

Heads Up!

  • Wi-Fi Calling will default to network calling when possible.
  • If you move out of the Wi-Fi coverage zone during a Wi-Fi call your call will be disconnected. If your call is disconnected you’ll need to re-dial when you have network coverage or re-connect to another Wi-Fi zone. If you start a call using the network and enter a Wi-Fi only zone, your call will be disconnected.

International Wi-Fi Calls & Roaming
To make international Wi-Fi calls you’ll need International Calling enabled on your account.  International Wi-Fi calls will be charged at the same long distance rate as calls made over the network.

Emergency Address Required for 911 Wi-Fi Calls
When you activate Wi-Fi calling you'll be asked to provide an address.
911 calls made over Wi-Fi don't show emergency services your current location so it's super-important that you update your address to your current location.

Heads Up!

  • Emergency services aren’t able to track your location when you’re using Wi-Fi calling. 
  • So, if you’re not able to communicate your location during an emergency, 911 will send help to the address you provided.
  • What are the limitations of Wi-Fi Calling on 9-1-1 calls?

    You should always attempt to complete 9-1-1 emergency calls through your mobile service (or  landline), if available. Because of the unique nature of Voice over Internet Protocol technology, emergency calls routed to 9-1-1 through Wi-Fi Calling will be handled differently than when made on a mobile network. The following provisions describe the differences and limitations of 9-1-1 emergency call routings, and you acknowledge and agree to these differences and limitations with respect to 9-1-1 calls placed to emergency services from your Phone. In addition, you acknowledge and agree that you are responsible for notifying, and shall notify, any user (and potential user) of your Phone accessing Wi-Fi Calling of the nature and limitations of placing emergency calls to 9-1-1 through Wi-Fi Calling.

    • Are there any times when the Virgin Mobile Services are not available? Yes. Virgin Mobile Services, including your 9-1-1 emergency call routing service (“9-1-1 Service”) will not work during network outages, including during planned hardware or software upgrades.
    • Are there any times when Wi-Fi Calling is not available? Yes. Wi-Fi Calling, including your 9-1-1 Service, will not work under the following conditions:
      1. during power outages if there is no battery back up in the Wi-Fi access-enabling equipment, or once any such battery back-up has been depleted;
      2. if the Wi-Fi access-enabling equipment you are using has been tampered with or damaged; and
      3. if the Wi-Fi access-enabling equipment or Internet connection have insufficient capacity available.

    For Wi-Fi Services (including 9-1-1 Service) to work in your place of residence or business, you are responsible for: (1) the supply of electrical power; and (2) the proper maintenance of your Wi-Fi access-enabling equipment, including replacing the battery, if any, and contacting your Internet service provider for technical servicing as required.

    • Can I access and dial the 9-1-1 Service with Wi-Fi Calling? That depends where you are dialing 9-1-1 from (“Emergency Call”):
      1. Emergency Calls made from your Phone on a mobile network: When you dial 9-1-1 from your Phone, your Emergency Call is handled in the same manner as emergency calls dialed from a mobile phone service (i.e., your Emergency Call and location information are automatically sent to the nearest emergency centre).
      2. Emergency Calls made in Canada from your Phone without access to mobile service: You may still be able to make an Emergency Call with Wi-Fi Calling without access to mobile service. However, there are important limitations which you must explain to anyone using Wi-Fi Calling on your Phone. Your Emergency Call and location information are not automatically sent to the nearest emergency centre. The Emergency Call is first answered by a third-party operator. You must be ready to provide your location to the operator who will then route the Emergency Call to the appropriate emergency response centre based on the location you provide.  If you cannot speak, do not hang up. Wi-Fi Calling allows you to verify and update your location through your Phone settings. This location information will be transmitted to the operator who will then route the Emergency Call based on the address in your Phone settings. This is why it is crucial that you keep the location information up-to-date within your Phone settings.
      3. Emergency Calls made when there are multiple devices enabled for Wi-Fi Calling using the same login credential (i.e., mobile number): If your Emergency Call is disconnected, you will not be able to answer a call-back from the operator or emergency centre if the call is answered by one of the other devices beforehand.
      4. Emergency Calls made from outside of Canada: Do not use Wi-Fi Calling. An operator may answer the call but will not be able to transfer it to the appropriate emergency response centre.
    • Can I use text with 911 using Wi-Fi Calling? No. Wi-Fi Calling does not support T9-1-1. In order to use T9-1-1, you will need to do so over a mobile network and you must first register with Virgin Mobile as a T9-1-1 user. 
    • Can I seamlessly transition from Wi-Fi Calling to mobile service? No. If you begin an Emergency Call with Wi-Fi Calling and subsequently move to an area where mobile service is available but the Wi-Fi signal is not, the call will drop and you will need to place a new 911 call over a mobile network.

    View all Terms and Conditions

GOT QUESTIONS? WE CAN HELP.

  • Why does my phone default to cellular calling?

    When you're using a network connection, you'll get the best quality calling experience. The quality of your Wi-Fi Calling experience depends on the strength of your Internet connection (bandwidth) and other wifi hotspots as well as the amount of interference from other phones and devices using the network.

    Emergency calls will default to the mobile network whenever it is accessible and will be treated as usual. When the mobile network is not available, your emergency call will be sent to a call center that will ask you where you are calling from and forward your call to the appropriate 9-1-1 response centre. If you are unable to verbally communicate your location, help will be dispatched to the address in your device settings. It is important that you update this address to reflect your most up-to-date whereabouts when you use Wi-Fi Calling.

    In addition, T911 and special numbers (e.g. services offered to the public like 211, 411 and 311) are not accessible over Wi-Fi.

  • Why is Wi-Fi Calling only available on unlimited Canada-Wide Calling plans?

    Wi-Fi Calling on Unlimited Canada-Wide Calling plans won't charge you for calls made within Canada, no matter where you are.

  • Why is Wi-Fi Calling not available when roaming?

    Right now, Wi-Fi Calling is only available in Canada.

  • Will I be charged for calls to locations outside of Canada?

    Yes, toll charges are applied to calls outside of Canada. To call outside of North America, you'll need to enable International Calling on your account. Any International calls made using Wi-Fi Calling will be charged at the same rate as an International call using the network.

  • What happens if I step out of my Wi-Fi coverage area while on a call?

    When you leave a Wi-Fi zone during a call, your call will disconnect. You'll need to re-dial when you have network coverage or re-connect to another Wi-Fi zone. Also, if you start a call on the network and enter a Wi-Fi zone, your call will disconnect.

  • Which special numbers can I call using Wi-Fi Calling?

    You'll be able to call: 411, 611, 911 and 0+ operator using Wi-Fi Calling.

  • How do I know that I am able to make a Wi-Fi call?

    Like LTE or 4G, you'll see Wi-Fi appear beside the Virgin Mobile Network name on the status bar of your phone. When you see this, you'll be able to make a Wi-Fi call and, just like a regular network call, your contact list and native dialer will stay the same.

  • Why does the quality of my Wi-Fi call vary?

    The quality of a voice call can vary depending on the strength of the Wi-Fi signal and available Internet connection. But, whenever possible, Wi-Fi calling is setup to default to network service to give you the best quality calling experience.

  • Why do I need to input an emergency address when setting up Wi-Fi Calling?

    Emergency services aren't able to track your location when you're using Wi-Fi calling.
    That's why you'll be prompted to enter an address that reflects your current location when you're setting up Wi-Fi Calling. So, if you're not able to communicate your location during an emergency, 911 will send help to the address you provided.

  • I wasn't able to activate Wi-Fi Calling, what do I do?

    There are a few reasons you may be having trouble:

    • You don’t have a supported phone, plan or LTE SIM card.
    • Data could be blocked on your account. To unblock your data head to: virginmobile.ca/contactus
    • Not compatible with T911.
    • If you’re still having trouble, please restart your phone.

    Heads Up! Activation can take up to 24 hours to complete. When you're ready to activate, you'll receive an SMS that'll tell you to head to your phone settings and complete the setup.

  • How do I track calls made or received on Wi-Fi?

    Login to MyAccount and click the usage tab. Calls you've made or received on Wi-Fi will be marked "Wi-Fi".

  • How do I disable Wi-Fi Calling?

    To disable Wi-Fi Calling, go to your phone settings and toggle Wi-Fi Calling to "OFF". If you'd like to remove Wi-Fi Calling from your account head to virginmobile.ca/myaccount