Tropical Cyclone Debbie is due to hit Queensland on Tuesday morning the 28th of March. Due to the severity of the cyclone, areas of Queensland may encounter loss of mobile reception as towers are taken offline. Our coverage maps will be updated with any tower outages and when you can expect them to be back online.
Should you experience any financial difficulties as a result of the cyclone, you can request a payment extension on any overdue bills via My Account. We have more info on payment extensions here.
What is WiFi calling?
WiFi Calling allows you to make calls and receive calls, SMS and MMS over a WiFi network. This will be available to Virgin Mobile customers in late 2017.
You'll be able to use this feature if you have a compatible WiFi Calling phone, you're connected to a supported WiFi network and you don't have sufficient mobile network coverage to make a call.
VoLTE is another feature Virgin Mobile will be releasing later in 2017. For more info click here.
WiFi Calling FAQs
Where can I use WiFi calling?
If you don't have mobile coverage available but you are in range of a Fixed Broadband WiFi connection that you have access to, your mobile will automatically make calls and send messages via the WiFi connection.
Will I be eligible to get WiFi Calling?
WiFi Calling will be available to Postpaid mobile customers using selected compatible phones and who have access to a WiFi connection that supports WiFi Calling.
What are the benefits of WiFi Calling?
WiFi Calling provides the ability to call or message when you don't have mobile coverage but you do have a WiFi connection.
No additional charges for WiFi Calling. Calls and text will be charged as per your existing mobile plan.
It's simple to use, just connect your phone to a WiFi network as you normally do. Your compatible smartphone will automatically connect your calls via WiFi when there is insufficient mobile coverage.
You can make and receive calls using your existing mobile number.
You don't need to use an app or other log-in.
All your messaging is integrated as normal on your phone.
What phones are compatible with WiFi calling?
Apple iPhone 6s and up, iPhone SE
Samsung S7 and up
In order to use WiFi Calling, you'll need to ensure you're using the latest version of the phone's software.
We'll continue to update this page as more phones become available, so check back regularly.
How do I get WiFi Calling?
Contact us to request that VoLTE is added to your service. WiFi Calling will be added at the same time.
Turn on VoLTE on your phone.
Settings > Mobile > Mobile Data > Enable 4G > select Voice & Data
Settings > Mobile Networks > select VoLTE
Turn on WiFi Calling on your phone
Settings > Phone > WiFi Calling > switch the slider to On > tap Enable when prompted
Settings > > Connections (only for S8) > WiFi Calling >
How will I know when I'm using WiFi Calling?
When your compatible phone is connected to WiFi, you will see an icon indicating this on the screen next to the signal bar. Different phones show different icons to indicate when connected to WiFi.
Do I need to change the way I use my phone?
No, making and receiving calls and messages over WiFi Calling is exactly the same as when using the mobile network.
Furthermore, services such as Voicemail, Call Forwarding and Caller ID all work in the same way that they do today. There is nothing new that you need to do.
Can I call emergency 000 using WiFi calling?
Yes, emergency triple zero calls are supported over WiFi Calling if there is no mobile network coverage available to make the call, just make sure your phone is updated with the latest software when available.
The WiFi Calling service will not be able to receive National Emergency Warning System (NEWS) SMS warnings.
What type of WiFi Connection do I need to use WiFi Calling?
To use WiFi Calling you will need to connect to a private or public WiFi connection that you have access to.
Note: Some WiFi connections may not support WiFi Calling. Check with your internet provider.
What determines if my calls are made on the mobile network or over WiFi?
Your WiFi Calling compatible phone is configured to make calls using the 3G or 4G networks as a default setting. This means where there is mobile coverage your phone will always make the call over the mobile network.
However, if your phone detects that there is insufficient mobile coverage to make a call and a compatible WiFi network is available, it will then switch to WiFi Calling if needed.
Can I choose WiFi Calling as my preferred calling option?
Your phone is programmed by default to automatically make calls on the mobile network when coverage is available in the following order: 4G (first option), 3G, WiFi (last option).
However, if you would like to make calls over a WiFi connection even when you have mobile coverage, you can choose to over-ride your phone's default settings. Contact your phone's manufacturer for instructions.
Note: Virgin Mobile recommends that you make calls over the mobile network where available because it's a managed mobile radio network where we can look to ensure the service quality. Your WiFi signal is an unmanaged environment and issues with quality, interference and congestion may affect the voice experience over WiFi.
Can I make WiFi calls when I'm overseas?
No, WiFi Calling is not available when roaming overseas.
Your phone will automatically fall back to 3G calls when overseas and standard international roaming rates apply.
Does WiFi Calling work while the phone is in aeroplane mode?
Yes, WiFi Calling is available in Aeroplane mode when WiFi is turned on.
Is WiFi Calling secure?
Yes, WiFi Calling uses the same SIM based authentication that is used when making calls over the mobile network.
Encryption technology is also used to setup a connection between the handset and the mobile network which ensure that calls and messages are sent securely.
What happens to my call if I leave the WiFi hotspot?
Calls will handover seamlessly when moving between a WiFi hotspot and 4G VoLTE enabled mobile network coverage. Calls may drop when moving between a WiFi hotspot and 3G mobile network coverage.
Can I turn off WiFi Calling?
Yes, simply deselect the WiFi calling option in the settings on your phone.
Is WiFi Calling available on my Prepaid service?
Prepaid services are currently not able to be provided with VoLTE or WiFi Calling. We are progressively rolling out VoLTE and WiFi Calling across our customer base.
We recommend that Prepaid customers turn their WiFi Calling setting to OFF.
Does WiFi Calling support SMS and MMS?
Yes, WiFi Calling capability includes sending and receiving SMS and MMS.
Can I make changes to my service via 'My Account' or the Virgin Mobile App while connected to WiFi?
Yes, your service settings can be changed while you are connected to WiFi.
How much does WiFi Calling cost?
There are no additional charges for using the WiFi Calling feature. Calls, SMS and MMS over WiFi Calling will be charged exactly the same way as regular calls, SMS and MMS based on your monthly plan.
Does WiFi Calling consume data from my mobile plan?
When making a call over WiFi, mobile data is used to setup the call, however this data usage is unmetered and does not count towards your mobile data usage allowance.
Does WiFi calling consume data on the WiFi connection being used?
Yes, data is consumed on the WiFi network that you are connected to. Voice Calls use approximately 3.8 MB of data for a 5 minute call, but this will vary based on the situation.
Can I receive calls over WiFi or VoLTE when my service is restricted due to an overdue bill?
If only your outgoing services are restricted then you'll still be able to receive calls. If your entire service is suspended then you won't be able to make or receive calls.
The time of the call/SMS on my bill is incorrect?
For SMS, the location of the user is unknown when sending SMS over WiFi so SMS records on your bill will be assigned a default time value.
For calls, in some instances the location of the user may be unknown. In these instances the time that the call originated will default to AEST.
Why can't I make or receive WiFi calls?
If you can't make or receive WiFi calls, it may be due to one of the following reasons:
VoLTE and WiFi Calling have not been enabled by us.
You have not installed the latest software for your phone.
The WiFi Calling settings on your phone are turned off.
You are not connected to a WiFi network. Check that you can browse the web from your phone using WiFi to see whether you are connected.
Your current phone may not support WiFi Calling, in which case you'll need to upgrade to a phone that does.
Your WiFi network may not be compatible (see below).
Can I use WiFi Calling on any WiFi network?
In general, you will be able to use WiFi Calling when you have a compatible phone and a WiFi Connection.
However there are a number of instances where the WiFi Calling capability may not be supported on the WiFi network you are connected to, such as:
Some Internet Service Provider's may block WiFi Calling
Enterprise and Public WiFi connections may not have the configuration required to allow WiFi Calling.
Some WiFi networks may be setup with specific firewall settings or configuration that block WiFi Calling.
Roaming is not supported
What home WiFi routers/modems allow WiFi Calling?
Most WiFi routers that you have access to will allow you to use WiFi Calling.
To support WiFi Calling your modem/router will need to have:
IP-SEC pass-through feature (enabled) and;
Certificate Fragmentation support
Will WiFi Calling work when connected to a mobile WiFi hotspot?
Yes, in general the service will work via a Mobile WiFi Hotspot.
Can I use WiFi Calling on a VPN?
No, WiFi Calling is not supported over a VPN.
What is WiFi Calling call quality like?
WiFi Calling requires a strong and reliable WiFi connection for the best possible call quality. If you are experiencing poor or inconsistent call quality when making calls over WiFi, check that you have a strong WiFi signal. You may need to move to a location closer to the router with better signal.
Also, the number of devices connected to a WiFi network and the type of activity (e.g. streaming video) on a network can affect call quality. If the WiFi network you are using has many users, such as a public WiFi hotspot or a house with many users connected, this could reduce call quality even when the network signal is strong.
What broadband bandwidth is required for WiFi Calling?
WiFi calls and messaging should be available on most broadband services.
WiFi Calling generally uses around 100-120kbps.
The Fine Print
The Fair Go policy applies to your use of WiFi Calling.
WiFi Calling will use data on the WiFi Connection you are connected to.
You will be charged your usual mobile plan rates for making calls or sending messages over WiFi Calling.
To use WiFi Calling, you will need to have a valid Virgin Mobile phone number, a compatible phone and access to a WiFi connection.
Some public and corporate WiFi connections may have specific firewalls and settings that might mean WiFi Calling won't work. We cannot guarantee each specific WiFi connection will allow access to the WiFi Calling capability.
Emergency calls are supported via WiFi Calling if there is no mobile network available however we recommend that you use your normal phone service in an emergency to provide a more accurate location to the emergency services.
You can switch WiFi Calling ‘OFF’ on your phone via the settings/options menu.
What is VoLTE?
VoLTE (Voice over LTE) is technology that enables voice calls on our 4G Plus network. We expect this technology to be available to Virgin Mobile customers in late 2017.
It will deliver some great improvements to voice calling. You can experience faster call connection times compared to 3G, and be able to talk and browse at the same time using 4G. Plus, just like our 3G network, 4G voice calls are high definition (HD) for sharp, clear call quality.
WiFi calling is another feature Virgin Mobile will be releasing later in 2017. For more info click here.
Where will VoLTE be available?
VoLTE will progressively be rolled out nationally. Initially, it will be available in Sydney, Melbourne, Adelaide, Brisbane, Perth, Canberra CBDs and metro areas.
Will I be eligible for the VoLTE service?
VoLTE will be available to Postpaid mobile customers using selected compatible VoLTE phones.
What phones will be VoLTE compatible?
Apple iPhone 6s and up, iPhone SE
Samsung S6 Edge Plus and up, Note 5, Galaxy A5 2017
We'll continue to update this page as more phones become available, so check back in regularly.
How can I get VoLTE?
You'll need a compatible VoLTE phone, see the list above.
You'll need to ensure the latest version of the phone's software is running. For steps on updating the software on your phone click here.
On your phone, turn on 4G voice:
Settings > Mobile > Mobile Data > Enable 4G > select Voice & Data
Settings > Mobile Networks > select VoLTE
Settings > Mobile Networks > select VoLTE
Settings > Call > select Voice over LTE
How will I make 4G voice calls to emergency 000?
Today when you make a call to Emergency Services, your call will only be possible on our 3G network. The ability to make emergency calls to Triple Zero using 4G Voice (VoLTE) is coming later this year. Don't forget to download the Emergency+ App .
How will I know when I'm using VoLTE?
iPhone customers will continue to see the 4G icon display on your phone.
Compatible Android phone customers will see VoLTE next to the 4G icon in the phone screen, when in a VoLTE coverage area. During a voice call, you will also see an HD icon in the calling screen.
What will it cost to make calls using VoLTE?
VoLTE calls will be charged in exactly the same way as 3G voice calls. There are no additional charges for making calls on the 4G network.
Updated - 17/07/2017
What's happening to the 2G Optus mobile network?
Optus is closing down the 2G network on 1 August, 2017 in NSW, VIC, SA, QLD, ACT & TAS. The 2G network in WA & NT was shut down on 3 April, 2017.
After this date you won’t be able to use 2G devices on the Optus mobile network with your Virgin Mobile service. 3G Single Band devices also use the 2G mobile network in certain areas, so if you have a 3G Single Band device and are outside the coverage of our 3G 2100 MHz network, you will lose mobile service in these areas when the 2G mobile network closes. For more information on 3G Single Band devices, please check this page.
Why is this happening?
The 2G mobile network has been doing its thing for many years, but from 3 April 2017 it will be closing down. That means we are able to focus and invest in technology that offers better services for Virgin Mobile customers now and into the future. And so to stay connected and get the best possible coverage from that date, you’ll need to upgrade your device.
For frequently asked questions or to check if your phone will be affected by the 2G shutdown, click here.
Our friendly team are here to help, contact us here.
Virgin Mobile uses the Optus network, which reaches 98.5% of the population in Australia. Should you encounter issues with receiving mobile reception, we recommend following the below steps to determine the potential cause.
Check for Outages/Planned Work
Go to our coverage maps.
Click on the Outages tab.
Enter an address in the address field then click the search button.
Clicking on an affected tower will open further information regarding the outage or planned work as well as the expected resolve date.
If there are no outages or planned work that could be causing the reception issues, we recommend performing some simple phone troubleshooting to get you back up and running.
Power-cycle your phone. Switch your phone off then on again to try and reconnect to the network.
Reset network settings: (t his will delete WiFi and Bluetooth settings)
For iPhone: Tap Settings > General > Reset > Reset Network Settings.
For Android: Go to Settings > Mobile Networks > Network Operator > Select Virgin Mobile.
Ensure your phone software is up to date . New software is often released to fix known phone issues and to improve the overall functionality of the phone.
Try your SIM card in another phone. This will help isolate whether the issue is with the phone or the network.
If you have tried all of the above and still cannot get sufficient signal on your phone, contact us for further assistance.
Optus are currently upgrading towers across the country to make them ready for super- fast 4G. Woo hoo! Unfortunately this means there may be some disruption to services for customers in and around the towers being upgraded. We apologise for the impact to our customers from this work. This is part of the 4G 700 and 2600 MHz network expansion, which will see the Optus network bring 4G to around 200 regional and holiday locations early next year once the new 4G spectrum is available.
Will I be impacted?
We will be listing all the upcoming work on our coverage page when we are notified by Optus at least 3 days prior. For more information about your area, search for your location and click “Outages in the area”.
Are you telling customers about the work?
We are endeavouring to contact customers who will be severely impacted by the works with as much notice as possible, to help minimise the inconvenience. Whilst we understand that it's frustrating when service interruptions happen, we hope customers with a compatible device will enjoy the benefits of Optus bringing 4G to the area with faster mobile internet.
What will be the impact and what can I do?
You can check the impact to a location based on the coverage map here - in many cases the network impact will just be a deterioration of service. Even without network coverage your phone will still work in an emergency. Calls to 000 will go through provided coverage is available on another network.
You can also set up your phone to divert to another line using the guide here, and you can retrieve your voicemail from a landline by dialling 0411000212 then entering their phone number and voicemail PIN.
If you have a fixed internet connection at home, you can use your Wi-Fi connection to make calls using internet calling applications like Skype.
Why does the planned work have to happen during the day?
Engineers need to install special new antennas (alongside other equipment), which means the work has to take place in daylight for occupational health and safety reasons. To complete the work, Optus need to take the tower offline.
What is the benefit of this work to me?
The upgrades are to bring super-fast 4G to areas impacted. This is part of the 4G 700Mhz and 2600 MHz network expansion, which will see the Optus network bring 4G to around 200 regional and holiday locations early next year once the new 4G spectrum is available. With more people moving onto the 4G data network, it will also free up 3G space which means those without 4G ready handsets will also benefit from this upgrade.
Virgin Mobile uses the Optus network; so when their network improves, our customers win.
As part of Optus’ 4G network expansion, they have evolved their ‘4G Plus’ brand to encompass the entire 4G network. This is mainly a change in terminology.
At the same time, the Optus 4G Plus network is growing fast and is set to reach 90% of the Australian population by April 2015. This is great news for our customers.
What’s the difference between 4G and 4G Plus?
4G Plus is the new term for the superfast 4G network combining all of the Optus 4G spectrums: 1800MHz, 2300 MHz (previously the only spectrum referred to as “4G Plus”), as well as the 700 MHz and 2600 MHz frequencies which will bring even better 4G coverage and capacity.
What devices work on the 4G Plus Network?
As always, coverage depends on your device and your location.
Existing 4G devices will continue to access the 4G Plus Network but coverage will vary depending on what frequencies your device supports. The very latest devices will fully enjoy the 4G Plus network wherever it expands by taking advantage of the 700MHz frequency, which is the main frequency Optus are using to expand the 4G Plus network to reach 90% of the Australian population.
Will I be able to get 4G Plus network coverage in my area?
To answer that question, check out our coverage maps. Just enter your address, select your device and tick an option at the bottom of the map to see what’s available today and how coverage is expected to look in 3 or 6 months’ time for that area.
I bought a device with the 4G Plus symbols a few years ago. Is it useless now?
Definitely not! Existing devices with the old 4G Plus symbol indicated compatibility with the 2300 MHz spectrum (most widely available in Canberra and parts of other major metro cities) as well as 1800 MHz network. As such, you will still be able to enjoy the 4G Plus network as you currently do, using those spectrums.
To find out more about coverage in your area with your particular device, check out our coverage maps, select your device and type in your address.