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GPS location accuracy advisory.

You may have recently been contacted by Virgin Mobile regarding potential impacts to location accuracy during 911 calls on your device.

This is due to the GPS Week Number Rollover (WNRO) event, which will occur as early as April 6th, 2019. This is a global GPS issue and not restricted to the wireless industry or 9-1-1. The Week Number Rollover refers to the limitation of values in the GPS message format counter. After the counter reaches the 1024th week, it will reset to zero, which is what will occur as early as April 6th. Properly configured devices should not be affected. However, some hardware chipsets incorrectly handle the April 6, 2019 rollover.  Because GPS Time is used for user location determination, an improperly configured device may result in improper location information associated with 9-1-1 calls. In addition to location accuracy during 9-1-1 calls, device applications that depend on GPS location may also be impacted.

Most devices are properly configured. However, the following devices are known to Virgin Mobile to be affected beginning April 6th. Certain devices have a software patch available to correct the issue. If no patch is available, you may contact us or visit a Virgin Mobile store to explore options. The following list provides known impacts and possible resolution for known affected devices if they were purchased from Virgin Mobile:

Device name

Action

Alcatel 1

The latest software for this device will provide a fix for WNRO – please ensure you are running the latest software.  To learn how, please visit  https://www.virginmobile.ca/en/support/user-guides.html

Alcatel A50

The latest software for this device will provide a fix for WNRO – please ensure you are running the latest software.  To learn how, please visit  https://www.virginmobile.ca/en/support/user-guides.html

Alcatel ONETOUCH Pixi3

A software update will be coming to provide a fix for WNRO.
Please ensure you update your device software once it becomes available.  To learn how, please visit https://www.virginmobile.ca/en/support/user-guides.html

To explore your other options please contact us, or visit a Virgin Mobile store

Alcatel ONETOUCH Idol X

To explore your options please contact us, or visit a Virgin Mobile store

Alcatel ONETOUCH Idol Mini

To explore your options please contact us, or visit a Virgin Mobile store

LG Optimus L5 II

To explore your options please contact us, or visit a Virgin Mobile store

Sonim XP5560 Bolt 2

To explore your options please contact us, or visit a Virgin Mobile store

Sonim XP5560 Bolt 2 IS

To explore your options please contact us, or visit a Virgin Mobile store

Sonim XP5520 Bolt

To explore your options please contact us, or visit a Virgin Mobile store

Sony Xperia XA

A software update will be coming May 1st, 2019 to provide a fix for WNRO.  Please ensure you update your device software once it becomes available.  To learn how, please visit https://www.virginmobile.ca/en/support/user-guides.html

To explore your options please contact us, or visit a Virgin Mobile store

For any questions or concerns, please contact us or send a letter to:
Virgin Mobile
720 King Street West, Suite 905
Toronto, ON M5V 2T3