For the past couple of weeks I have been unable to use my mobile because the connection keeps failing.
We first thought it might be because I've got a nice new phone and hadn't set it up properly, but my other half is having exactly the same issues when at home, or near to our home, so the problem isn't limited to my phone although we have tried the various fixes including re-selecting provider, removing SIM and battery etc..
It's utterly frustrating to try to make a call only to lose the connection after the first few words. It's irritating, and rather embarrassing, to receive a call only to have the connection fail when the caller starts to speak. It's annoying to have a new phone that I can't use for anything other than texts.
The 789 help line isn't much use because I keep getting disconnected. I tried calling 6 times earlier this evening, the shortest connection time was less than 30 seconds, the longest was 2 minutes 35 seconds - nowhere near long enough to listen to all the options, be told I have to wait for 30 seconds or more because they're all busy, and be able to explain the problem. One operator did try calling me back, but the call disconnected before I was able to answer it.
It would be handy to know how I can find out what's gone wrong.
Both our phones run Android, both are with Virgin, both have ongoing connection problems. Mine is the new phone (it's a budget one, punishment because I drowned the last one); the other (much more expensive) was working just fine until I started using mine, but that's pure coincidence and poor timing.
After trying 789 several times, and failing dismally, I eventually managed to speak to the helpline on Wednesday, using the landline number.
After quite a time talking to one assistant who advised a reboot - which did precisely nothing - my call was transferred to somebody with a more technical background. They checked for maintenance work and said there had been a number of local-to-us complaints during the previous week or so about poor service/signal, then said that 2 or 3 of the nearby cell masts were having work done.
This work is, apparently, due to be completed during the next 72 hours. I have to assume this is accurate and that maybe things will eventually improve by tomorrow?
Forgive me for wondering why I couldn't find this information without having to spend ages on the phone, and without having to rely on a landline! Fewer and fewer people have landlines these days, there's no real need in most places, but we'd have been stumped without one.
You see, the internet has been around for quite some time now. It's an amazing thing that lets people and organisations have their own websites, where they can tell the rest of the world what's going on. Some sites are even updated several times a day.
The problem for us is that we can see, on the Virgin website, some mention of where maintenance and repair work is being carried out, but there's nothing in our area which is understandable because, as far as we know, EE runs the network here. (We could be wrong).
The EE site is the same - no mention of maintenance work being done in this area. So where could we find up-to-date information without using a forum or a landline?
Is it really too much to expect mobile phone providers (not just Virgin) to update their bit of the internet more often, so as to give customers up to date information about maintenance etc. In the long run it could actually save a lot of angst, time and money.
I've a 'test' text waiting to go, still sitting there since it was written last night. All I'm getting is the "search for all available networks" pop up.
It would be helpful if there was a quicker and easier way of finding out what's going on without the having to go through either 789 or landline phone calls (+options menus, +recorded messages) or posting a question on a forum.
I'm loathe to call again simply because of the time it takes, and I have a feeling the telephone help team can't do anything other than report on what they're told is going on. In reality there's nothing we can do except wait - it's down to EE and/or Virgin to get the masts fixed.
Magically, after a couple of days the new SIM card managed to make both mine and my other half's phone work properly. Obviously the work on the masts took longer than planned.
All's working well now, and back to normal service, but we do think there has to be an easier way of find out what's going on when something breaks or when engineering work means the signal is seriously disrupted.