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holliwaters110
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New phone cant find 4G only LTE (previously worked fine)

Hi all

I received my 4g sim just before christmas - and all was working fine (although i did have to wait for my refresh date!) 

I've just had to claim on my virgin insurance, and now my new handset isn't finding the 4g network  - only 2g, 3g or LTE. I called last night and was told to use LTE -and that it would change to 4g in a few hours.- I'm still on LTE this morning.

Has anyone had the same issues or can advise why this new phone isnt allowing me to connect to 4g when previously this 4g sim worked fine in my old phone?

 

Thank you!

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Superuser
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Re: New phone cant find 4G only LTE (previously worked fine)

What device is it?

If this is an iPhone, then check for any carrier updates https://support.apple.com/en-gb/HT201270 as I believe that on iOS devices they've now been updated to show '4G' instead of 'LTE'.

Other devices should already show '4G'

**********************************
I work for Virgin Media - but all opinions posted here are my own

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Superuser
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Re: New phone cant find 4G only LTE (previously worked fine)

LTE and 4g are the same thing. LTE is what 4g is called in the USA. is happens alot if you have a rooted phone or firmware from the USA
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holliwaters110
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Re: New phone cant find 4G only LTE (previously worked fine)

Ah perhaps my refurbished phone is rooted in America then.

My old phone would state 4g in the top, not LTE - hence my confusion!

 

Thank you!

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Superuser
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Re: New phone cant find 4G only LTE (previously worked fine)

What device is it?

If this is an iPhone, then check for any carrier updates https://support.apple.com/en-gb/HT201270 as I believe that on iOS devices they've now been updated to show '4G' instead of 'LTE'.

Other devices should already show '4G'

**********************************
I work for Virgin Media - but all opinions posted here are my own
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holliwaters110
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Re: New phone cant find 4G only LTE (previously worked fine)

Hi Ben

its an Iphone 5s (as was my old phone)

I did update the phone as soon as I received it, but still showing LTE!

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holliwaters110
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Re: New phone cant find 4G only LTE (previously worked fine)

Ben,

 

I just followed your instructions and there was a carrier update! Thank you so much, its just changed to 4g in a few seconds!!!

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Laitz
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Re: New phone cant find 4G only LTE (previously worked fine)

Yep! I'm having the exact same problem. I called Virgin helpline 789, they told me for some reason it was on "pending" and said it would be enabled today - and I've already had problems withchanging my number over, and telling me my number would change over on the 9th but it didn't change over until 13th.

The woman on the phone said she would call me once it was enabled, after constantly reassuring me that it deffo would be - and it's still not - considering its 11.30pm!! Nothing but problems since I joined Virgin Mobile. I can't even set up my voicemail.

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Forum Team
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Re: New phone cant find 4G only LTE (previously worked fine)

Hi Laitz,

Thanks for your posts on the Community Forum. If your phone is finding LTE, it is connecting to the 4G service. LTE (Long-Term-Evolution) is just another name for 4G.

I'm sorry that you have had problems with your mobile service such as a delay in your number port, your SIM card needed to be re-sent, and your voicemail isn't working. Has this been sorted out for you now?

Please let me know. If you are still having a problem with your service, I'll be happy to look into this for you.

Kind regards,

Terri

Virgin Media Forum Team


Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help


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holliwaters110
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Re: New phone cant find 4G only LTE (previously worked fine)

Hi Laitz

 

Did you try the advice that Ben posted? This worked for me after all my calls to virgin telling me it was something else - to wait etc...

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