My phone has had zero/one bar signal for a week or more and I've missed urgent calls and messages. Clearly an issue somewhere as previously had good coverage at home but the call centre took me through searching for the network and restarting my phone (real rocket science stuff!) resulting in absolutely zero change telling me it was now sorted.
Seeing as I only received two out of the three follow up text messages I'd say this is still an epic fail. What to do? End my 15+ years of loyal custom?
I've checked and should get great coverage (as many years of service prove) and there are no declared service issues in my area. Please can anyone help?
this forum largely for customers to offer help and advice to one another.
However it is monitored by Virgin staff who respond where necessary, generally to posts in date order so it may take a couple of days.
Given your problem, I would advise calling Virgin Mobile customer services again (free) on 789 if you have a signal. Or 0345 6000 789 from any other phone (standard rate call or included in any minutes).
Explain your problem and that you've already called but things are still no better and see if they can offer any other help.
If you want to say thanks > click 'Kudos'. Answered your question? > click 'Mark as Helpful Answer' also.
When I say my signal is only reduced in my home I am not totally sure as due to health problems that's where I spend 90% of my time. On the occasions I've been out I haven't noticed a problem nor has one been brought to my attention by others saying they tried to make contact. Sorry to be vague.
I have noticed that if I go upstairs but remaining at the front of my house the signal greatly improves. Could something in my home be suddenly causing an issue?
I contacted Virgin to cancel my contract on Thursday but ended up speaking to the tech people who said there were a couple of masts with issues in the area, most significantly one ten miles away. He said there was nothing he could do. This was strange though as he also pointed out the A38 corridor is well served with good coverage and I could throw a stone from my front door and hit the passing cars so the problem ten miles away seems a red herring to me.
I visited the local EE store on Saturday and they showed me I should have great coverage inside and out. There are three local masts two of which were branded T Mobile and one Orange. They suggested Virgin may be using the Orange mast which is not updated rather than the well maintained T Mobile ones?
So I'm no further forward and am actively looking for an alternate provider who can guarantee a service. Such a shame after 15 years with Virgin almost entirely problem free.
Nothing new and if it weren't for the fact I go on holiday shortly and will be using a different phone for a while then I'd already have cancelled my Virgin sim. I miss multiple calls and texts daily and my daughter had the same issue when visiting also on a Virgin sim so it's not just my phone. What changed after years of great reception?