How to set up WiFi and 4G Calling
Find out how to use Wi-Fi calling and 4G calling on your Virgin Mobile device here.
Your Virgin Mobile account
You can manage your mobile account from the palm of your hands. Simply download the My Virgin Media app, or sign in below.
What’s WiFi Calling?
WiFi Calling lets you make and receive voice calls and texts over a WiFi network instead of using a cellular network. WiFi Calling has huge benefits if your network signal is weak or unavailable and WiFi is available.
It can improve call quality and WiFi calling can also extend your phone's battery life as weak mobile signals cause your phone to use more power to boost the connection.
Who can get Virgin Media WiFi Calling?
If you’re on one of our Pay Monthly plans, and your mobile has WiFi Calling capability (see list below), then you can. Everywhere there is a WiFi connection your phone can switch to use that for calling! If you’re on one of our Pay Monthly SIMs, or your phone was bought from a retailer (or originally from another mobile network), our WiFi Calling service may work for you (but we can’t always guarantee it).
How to enable WiFi Calling and how it works
If your device supports WiFi Calling, simply call us by dialling 789 from your Virgin Mobile phone and ask them to activate WiFi Calling for you, then…
This could be your home broadband, our free hotspots or a public network – even where there’s no mobile signal (on the tube, in a lift). You’ll need a good, reliable WiFi coverage!
How to enable Wi-Fi calling on iPhone:
- go to your Settings > Phone > WiFi Calling > Turn On/Off. Just so you know, you might be asked to confirm your address for the emergency services (find out why in FAQs at the end).
How to enable Wi-Fi calling on Android (device menu options may vary):
Swipe down on the notification bar at the top of your screen (this opens your Quick Settings Menu) > tap the WiFi Calling button on or off.
- Or go to: Settings > WiFi Calling > On/Off.
- Or from your home screen tap Phone > Menu > Settings > WiFi Calling > On/Off.
To disable WiFi Calling, come back to these settings and choose Off.
When you’re using WiFi Calling, you’ll see the symbol at top of your screen but it won’t cost you extra or use your data. WiFi calls and text messages are included in your monthly allowance – only when that’s used up, will you be charged your standard rate. For the best sound quality, call someone who has their WiFi Calling on as well – you’ll hear each other in higher definition.
If the WiFi disconnects mid-conversation your phone could switch itself to 4G Calling, if your mobile data’s on – or back to using the available mobile signal.
Why is WiFi Calling not working?
If WiFi Calling’s turned on in your phone’s settings (worth a check), perhaps your WiFi signal’s too weak or the connection’s unreliable.
Or you may need to download the newest available software update and restart your mobile. Here’s how to do this on your:
- iPhone: Settings > General > Software Update
- Android’s may vary but try: Settings > Software Update > Download & Install
If that’s not the issue, try saving the Access Point Name settings to your SIM – if you haven’t had it long – by texting ALL to 78992.
Or perhaps your mobile has a problem? Please check by trying your SIM in another handset.
Sharing WiFi with lots more devices and people who’re streaming (Netflixing, Zooming) can cause poor sound quality – there’s just not enough bandwidth.
- Run a WiFi speed test.
- Disconnect a device from the network or stopping streaming can help.
If you’re WiFi Calling at home and you have our broadband Hub 3, 4 or 5 , sign in on the Virgin Media Connect app and go to Broadband > Hub 3, 4 or 5. You’ll see a list of devices connected to your home WiFi and the option to take some offline – select them and press Pause Device to free up bandwidth for your WiFi Calls.
When you disconnect from WiFi mid-call and there’s no 4G or mobile signal for your phone to switch to, your WiFi Call will drop and you’ll have to ring back.
- Stay close to the broadband Hub or WiFi hotspot.
- And try moving your Hub close as you can to the middle of your home.
- Switch off WiFi Calling until your somewhere the connection’s stronger.
What is 4G Calling?
4G Calling (or Voice over LTE – VoLTE for short) is exactly what it says on the tin. It's voice calls over a 4G LTE network, rather than the 2G or 3G connections which are usually used, and as you don’t have to switch to 3G when making a call with 4G Calling, that means you can also keep using 4G for other functions on your phone while on a call so it stops your internet connection slowing down.
We mainly tend to think of 4G or 5G as mostly being about downloading, streaming and web browsing, and indeed that’s primarily what it’s been used for so far, but because of the faster connections, it can also be used to improve calls, which is why many networks have started offering 4G Calling.
Also, if you move into an area which has a poorer 4G or 5G connection, you can seamlessly switch from 4G Calling to WiFi Calling on the same call to keep the call quality as high as possible.
All Virgin Mobile customers can use 4G Calling – as long as you’re in an area that has 4G coverage and have a mobile that has 4G Calling capability (listed below).
If you’re on one of our SIM Only plans, or you bought your phone direct from a retailer (or originally from another mobile network provider), our 4G Calling service could also work for you, however we can’t always guarantee it (check your phone’s network settings to see if 4G Calling (or VoLTE) is available for you).
All these, plus more coming soon.
iPhone
- 6, 6 Plus, 6S, 6S Plus, 7, 7 Plus, 8, 8 Plus, X, XS, XS Max, XR, 11, 11 Pro, 11 Pro Max, 12 Mini, 12, 12 Pro, 12 Pro Max, 13 Mini, 13, 13 Pro, 13 Pro Max, SE, SE2, SE3
Samsung
- A03s, A6, A7, A10, A12, A13 4G, A40, A20E, A20S, A21s, A22, A32, A33 5G, A41, A42 5G, A50, A51, A51 5G, A52, A52 5G, A52s 5G, A53 5G, A70, A71, A72, A80, A90 5G
- J6, J6+, M11, M12, M22, M30S, M31, M32, M51, M52 5G, Note 9, Note 10, Note 10+, Note 10+ 5G, Note 10 Lite, Note 20, Note 20 Ultra
- S10, S10+, S10e, S10 Lite, S20, S20+, S20 Ultra 5G, S20 FE, S21, S21+, S21 Ultra, S21 FE 5G, S22, S22+, S22 Ultra
- Z Flip, Z Flip 2 5G, Z Flip 3 5G, Z Fold 5G, Z Fold 2 5G, Z Fold 3 5G, XCover 4S, XCover 5
Sony
- Xperia 10 III, Xperia 10 IV, Xperia 1 III, Xperia 5 III
Oppo
- A16s, A53, A54 5G, Find X3 Lite, Find X3 Neo, Find X3 Pro, Find X5 Lite, Find X5, Find X5 Pro, Reno4 Pro
Xiaomi
- Xiaomi Redmi Note 10
Huawei
- Mate 40 Pro, P30 Lite, P30, P30 Pro, P40, P40 Pro, P40 Pro+, P40 Lite, Nova 7i
- P Smart 2019, P Smart 2021
Vivo
- Vivo Y52s
*Device list updated - May 2022
How do I enable 4G Calling on Virgin Mobile and make calls using my data?
Firstly make sure you have the latest version of your device’s software installed on your phone and enable 4G Calling / VoLTE through the device Settings (see manufacturers website for full details on how to do this). Once this is done, simply call us on 789 from your Virgin Mobile phone, or on 0345 6000 789, and ask them to enable 4G Calling for you.
Additional WiFi and 4G Calling FAQs
You can use 4G Calling (or standard network connection) when you’re disconnected from WiFi.
At the top of your screen a new icon will be showing 4G Calling (or VoLTE) / WiFiCall. All manufacturers are different and will display things slightly differently. *Check your own manufacturers website for full details of your device.
If you’re in any doubt that Virgin Media WiFi Calling is not working – and have you checked it’s compatible with your device? – please restart your device, and also make sure it is running the latest version of its software. You can also call 789 from your Virgin Mobile phone for further support.
4G and WiFi calls are included in your monthly allowance and are deducted in the same way a regular call would be.
Unfortunately not as this is a UK only service with Virgin Mobile for now.
Yes. If there’s no mobile signal for your phone to use, it’ll switch to WiFi Calling when it’s online.
As this stops the operator pinpointing your location, you’ll have to be more specific when directing the emergency services to you.
Has this helped?
Let's try something else
We've got other ways of helping
