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Fant0mas
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New customer- no network service since joined Virgin

Hi there. I'm a new Virgin Mobile customer. I ported my 02 number when I joined on 5 August- and since then I have had no network service. I was sent a new sim which I was assured would solve the problems. According to Virgin- the number has ported over and all is well! I have called every day as I am getting no updates, and I still have the fault. Reaching the end of my tether now. I escalated the issue today ( Thursday) and the manager I spoke to said it could take until Monday 15th to resolve! Not sure if anyone here has experienced a similar issue, or can give advice on how to escalate further?
Cheers all
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Magic_M
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Re: New customer- no network service since joined Virgin

A few questions to help the thought processes if you please:

Is that no network service at all, no matter where you are (home, town, etc.)?
Does the phone say No Service or Emergency Calls Only?
Is it a new phone or did you bring your existing one with you?
Have you tried a manual network search? What networks are listed when you do?

Don't hang around waiting for too long to sort things out though.
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Fant0mas
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Re: New customer- no network service since joined Virgin

Hey Magic
Thanks for the reply. I have no service and emergency calls only when I start the phone. Phone is brand new too- Galaxy S6 edge. When I do a manual network search I get:
Virgin, Vodafone UK, 02-UK and 3uk
I select virgin and I get " unable to connect"
I know there was some sort of fault which delayed my number porting, which is fine, but I can see that other people who experienced the fault are now sorted. So I'm a bit stumped. Every time I contact virgin I get standard response " wait 24 hours" and nothing happens- so I have escalated this to a manager who said that he has raised a fault and a complaint on my behalf, so we will see!
Cheers
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Forum Team (Retired) BenD_H
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Re: New customer- no network service since joined Virgin

Hi Fant0mas,

 

Cheers for coming in and posting your message Smiley Happy

 

I would certainly love to help and would need some addional information before I can help and possibly make some changes to bring this online. If you can have a little look inside your 'Inbox', you'll see I've sent you a 'Private Message'. You can find this at the top right of the page, purple envelope Smiley Happy


Speak to you soon.

Ben

 


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Fant0mas
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Re: New customer- no network service since joined Virgin

Well after a week and a bit, my fault seems to be cleared. I went away for a long weekend, where I had no Internet/ network access, to return home and my number porting issues are resolved.
Do although not sure what the actual issue was I'm happy to be all sorted now.
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