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rphair
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Duplicate mobile network bounces me off mobile data

I've discussed this issue extensively by telephone with tech staff on the Virgin Mobile support line on 16 October (2015) in the course of solving other problems after I signed up.  The techs agreed that this was a problem but we didn't have the time to devote to it because of other startup issues.

PROBLEM: When my Android phone searches for "Network Operators" it finds two networks called "Virgin Media IE".  Two techs I spoke to in October, both knowledgeable about access point issues, told me to always "pick the first one" which generally gives me a proper mobile data connection.  One tech suggested the other (second) one might be "fallback for 2G" though I think it's more likely that the second one is really my old carrier "Three" which I don't see elsewhere on the list.

All through the last 2.5 months, inevitably the phone goes in & out of mobile coverage, WiFi is connected & disconnected... and I have been at wits' end from it selecting, roughly half the time, a "Virgin Media IE" network that gives me no data service... indicating in the status bar with a little R that the phone is "roaming" while still in my phone account's native Ireland.

I can only conclude that, when the phone chooses a network automatically, that it often picks the wrong one of the two.  To anyone who thinks the above is a suitable workaround, imagine having to wait perfectly still for 60 seconds of polling network operators to regain a data connection every time you saw that R over the signal bars... several times on any walk through the city, destroying the notion of ready access to mobile data completely.

I need a serious mobile engineer with Virgin to take comprehensive look at this.  Short of removing that artefact from the presentation of your mobile network, maybe you could advise me how to set the APN settings to always find the correct one of the two "Virgin Media IE" networks.  Currently my APN settings are very generic:

  • Name: Virgin
  • APN: Internet

Incidentals:

  • my phone is a Nexus 5 running KitKat 4.4.4
  • it makes no difference whether "Preferred network type" is set to LTE or 3G.
  • no settings or applications exist that will "stick" a phone on a particular mobile network choice since it's part of the arrangement between the SIM card & the phone itself.
  • it's not a problem with my phone or software since even back in November those phone techs said they'd seen the duplicate network problem on other phones.
  • my SIM card has already been replaced once so that default suggestion will be of no appeal at all.
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Re: Duplicate mobile network bounces me off mobile data

Hi rphair,

 

Welcome to the community and thanks for posting.

 

I'm very sorry to hear to the mobile data signal keeps dropping out. This is definitely a strange issue and one I've never come across this issue before. I'll try my best to see what I can do for you.

 

I don't think the APN settings can be manipulated in that way. You can find the correct ones here to enter manually. You could also set them up again automatically by looking here.

 

What other networks appear when you manually search?

 

I appreciate you're saying there is no issue with the software but the only way to test this theory is to download the latest firmware version. There could possibly be a bug with it and Android has moved on from 4.4.4.

 

Another suggestion could be to try the SIM card in another handset. Do you still get the same issue?

 

Hope to hear from you soon.

 

Thanks


Rich
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Lee_B
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Message 3 of 6
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Re: Duplicate mobile network bounces me off mobile data

Hi

Just something I thought of

Virgin IE could possibly be the ROI network

can you turn off roaming on the handset , if roaming is on then it will search for international networks

Im 99% sure Virgin IE is the ROI network tho. Do you live close to ROI ?>

Once roaming is off, try a network search

it SHOULDNT appear. If it doesn't then it cannot connect to another network

Have I answered your question today? Mark the question as resolved if so!

Mark as helpful answer if this has helped you to show other members the resolution

Virgin Mobile Staff , However, All opinions are my own

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rphair
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Re: Duplicate mobile network bounces me off mobile data

@Lee_B: I thought I had reached the Republic of Ireland forum.  (Maybe we share a forum with everybody worldwide?)  In this case my apologies & let me add these to the list of facts:

  • I have a Virgin Mobile Ireland account, with an ROI SIM card & phone number.
  • This problem exists entirely within the Republic of Ireland: in other words, I am not roaming and never have been with this SIM card.
  • The "Roaming" setting has always been turned off on my phone.  It actually makes no difference whether it's ticked on or off (the problem happens either way).

@Rich_B:  The staff in Limerick (aka the Virgin Mobile support team) commiserated with me in advance when I said that future correspondents would probably blame this problem on my phone, which is exactly what you're doing.  They knew about the "duplicate network anomaly" and had seen it first hand (as I said above).  I'm not even sure you read my problem report accurately since you said you're "sorry" the "signal keeps dropping out", which is not happening.

Can I please get a response from a Virgin Mobile specialist based in the Republic of Ireland?  Attached is a screenshot with a complete list of the "Network operators" that I am seeing here.  There's nothing wrong with Android 4.4.4 getting lists of Network operators, so no more please of the standard fob-off telling me it's the phone.

What I am seeing: note the ubiquitous Three network, on which Virgin is piggybacked, is not shown... all but proving there's a presentation problem on the Virgin Media IE network and/or its SIM cards.What I am seeing: note the ubiquitous Three network, on which Virgin is piggybacked, is not shown... all but proving there's a presentation problem on the Virgin Media IE network and/or its SIM cards.

 

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Message 5 of 6
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Re: Duplicate mobile network bounces me off mobile data

Hi rphair,

 

Thanks for getting back to me.

 

I assumed you were losing signal based on your following comment "inevitably the phone goes in & out of mobile coverage".

 

I'm afraid you'll need to visit a different forum here which is for ROI customers.

 

I hope you get a resolution there.

 

Thanks


Rich
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rphair
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Re: Duplicate mobile network bounces me off mobile data

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