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Wi-Fi Calling Good-to-knows
Who can use Wi-Fi Calling?
You can use Wi-Fi calling if:
- You're on a 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 Plus Network name on the status bar of your phone.
How much does it cost?
Wi-Fi Calling is included with Virgin 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 phone 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 Numbers||Compatible with Wi-Fi Calling|
- 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.
- 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.
VIRGIN PLUS WI-FI CALLING TERMS AND CONDITIONS
The following terms and conditions (“Wi-Fi Calling Terms”) only apply to you if you are eligible for and subscribe to the Wi-Fi Calling feature (“Wi-Fi Calling”) provided by Virgin Plus Canada (“Virgin” or “we”). You should review these Wi-Fi Calling Terms – they provide important information about, and describe the obligations associated with, your use of Wi-Fi Calling with your wireless phone (“Phone”), including specific limitations on access to 9-1-1 emergency call routing service, and create a binding agreement that applies to you once you have accepted them. In addition, when using Wi-Fi Calling, you remain subject to Virgin Plus’s Terms and Conditions of Service and the Responsible Use of Virgin Plus Services Policy governing your use of the Virgin Plus services (“Virgin Plus Services”), all of the terms of which are incorporated by reference herein. If you do not wish to be bound by these Wi-Fi Calling Terms, you should not use Wi-Fi Calling. You are responsible for all use of Wi-Fi Calling on your Phone, including any breach of these Wi-Fi Calling Terms by you or any user of your Phone. Virgin Plus may modify these Wi-Fi Calling Terms from time to time, including by modifying or terminating Wi-Fi Calling, or any components thereof (including what rate plans are eligible for use with Wi-Fi Calling). If we modify the Wi-Fi Calling Terms (and you remain eligible for Wi-Fi Calling after any such modification), we will require you to re-accept them. If you do not agree to any modification of these Wi-Fi Calling Terms, you agree that you may not use Wi-Fi Calling. For more information on Wi-Fi Calling, visit virginplus.ca/wificalling.
1. What is Wi-Fi Calling? Wi-Fi Calling enables you to make and receive voice calls as well as send and receive text messages using Voice over Internet Protocol technology with a capable wireless device anywhere you have Wi-Fi access. There are unique, fundamental limitations on the use of Wi-Fi Calling, as further described in Section 5 below, including the lack of traditional 9-1-1- emergency call routing service. You acknowledge and agree to the existence of such limitations.
2. What are the eligibility requirements for use of Wi-Fi Calling? A qualifying Virgin Plus rate plan, a compatible device and SIM card, and a high-speed broadband connection are all required for Wi-Fi Calling. You are responsible for meeting the minimum requirements to use Wi-Fi Calling. If you do not, Virgin Plus is not responsible for any connection difficulties, Wi-Fi Calling delays, deficiencies or interruptions you may have as a result.
3. How does Virgin Plus bill me for Wi-Fi Calling? Any domestic voice and text usage (including incoming voice calls and texts) through Wi-Fi Calling is applied against the voice minutes and text allowance allocated in your existing rate plan. Any data usage through Wi-Fi Calling is applied against the allowance allocated to you by the Internet service provider.
4. Can Wi-Fi Calling be exposed to abuse? Yes. Many Wi-Fi networks (such as public Wi-Fi networks) do not provide any level of encryption (such as WEP, WPA or other encryption and authentication mechanisms), therefore it is strongly recommended, and it is your responsibility, to ensure the configuration of your Phone is secure. Phones using Wi-Fi connections may be vulnerable to unauthorized attempts to access data and software stored on the Phone.
5. 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.
(a) Are there any times when the Virgin Plus Services are not available? Yes. Virgin Plus 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.
(b) 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:
(i) 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;
(ii) if the Wi-Fi access-enabling equipment you are using has been tampered with or damaged; and
(iii) 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.
(c) 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”):
(i) 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).
(ii) 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.
(iii) 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.
(iv) 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.
(d) 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 Plus as a T9-1-1 user.
(e) 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.
(f) What else should I know about making Emergency Calls through Wi-Fi Calling? First, if there is a delay by the operator in answering your Emergency Call, you may need to attempt the call again. Second, to make your Emergency Call on speakerphone, first connect with the operator before you select the speakerphone option on your Phone.
6. What are some other limitations of Wi-Fi Calling? Wi-Fi Calling does not support voice calls or texts to: 211, 311, 511, 711, 811 (though at this time it does support voice calls or texts to 411 or 611), 0+ or operator assisted calling (including, without limitation, third party billing calls), or any special numbers, including those prefixed with “*” or “ #”) or short codes, either free or premium (billed per call/text). Some toll-free numbers may not be supported and others may only work when dialed from specific cities or regions.
7. How does Virgin Plus limit its liability in respect of Wi-Fi Calling? To the extent permitted by applicable law, Virgin Plus is not responsible to anyone for any damages, including direct, indirect, special, consequential, incidental, economic, exemplary or punitive damages relating to or arising out of any inability to access 9-1-1 Service or use Wi-Fi Calling as a result of the above-mentioned limitations or your failure to comply with the above-mentioned requirements.
GOT QUESTIONS? WE CAN HELP.
- Why does my phone default to cellular calling?
- Why is Wi-Fi Calling only available on unlimited Canada-Wide Calling plans?
- Why is Wi-Fi Calling not available when roaming?
- Will I be charged for calls to locations outside of Canada?
- What happens if I step out of my Wi-Fi coverage area while on a call?
- Which special numbers can I call using Wi-Fi Calling?
- How do I know that I am able to make a Wi-Fi call?
- Why does the quality of my Wi-Fi call vary?
- Why do I need to input an emergency address when setting up Wi-Fi Calling?
- I wasn't able to activate Wi-Fi Calling, what do I do?
- How do I track calls made or received on Wi-Fi?
- How do I disable Wi-Fi Calling?