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BigTrak
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Message 1 of 11
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No mobile service

since last week my mobile service has stopped. Occasionally there is full service but most of the time none. I've tried restarting the phone, no joy. Virgin sent a new sim out, still no joy.

In the settings of the phone i have switched network types and tried to scan for available networks but i cannot see virgin. Only Vodafone or O2. Tried resetting it with the new sim but again, nothing.

Any ideas?!

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Superuser
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Message 2 of 11
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Re: No mobile service

Hi BigTrak,

I'm sure Virgin will have checked before sending you a new SIM but try entering your postcode into the EE service checker to see if there are any known faults in your area : Service status

AlexKid :-)

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BigTrak
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Message 3 of 11
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Re: No mobile service

Thank you, Alex but there are no known issues, as it affects me in multiple locations it would be a pretty big outage!
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Message 4 of 11
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Re: No mobile service

Hi BigTrak,

as you now say that the lack of network is in multiple locations I would agree that it is most likely not down to a local area fault.

Virgin have however provided you with a replacement SIM card yet the problem persists.

That pretty well narrows it down to being a fault with your device or settings.

What make and model of phone are using? Perhaps someone may have some advice.

AlexKid :-)

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BigTrak
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Message 5 of 11
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Re: No mobile service

It's a Sony M4
No changes to the network settings make any discernible difference. It's currently set to wcdma/GSM and cannot see any available network.
If I switch to either of the other options it is the same. Sometimes if I run a scan for networks it will show Vodafone or O2, but never Virgin.
The phone was working without issue until last week and no known changes have been made.
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Forum Team (Retired) Mat_H
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Message 6 of 11
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Re: No mobile service

HI Bigtrak,

 

Welcome to the forums Smiley Happy

 

I'm sorry that you're having issues with the service on your phone. As Alex mentioned, it's very likely to be an issue with the device or the settings.

 

Are you able to try your sim in another phone?


Let me know as soon as you can.

Thanks,

Mat


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BigTrak
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Message 7 of 11
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Re: No mobile service

Hi Matt

Yes the newly delivered sim works in a different phone. I went to the virgin mobile store and tested it on a demo. I still have no service on my own device though, the guy in the shop took a look and couldn't see anything wrong with the settings but we played around and could only see Vodafone or O2 when searching for a network. 

Oddly i did have signal for large party of saturday but it's since been unavailable since then - 40-odd hours, across several different locations.

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Message 8 of 11
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Re: No mobile service

It certainly sounds like there may be an issue with the phone BigTrak.

 

So we can look into this for you, you will need to book this in for repair.

You can either do this by logging into your online account here and booking it through the Plans and Devices > Mobile Repair > Phone Fix or by calling us on 789 or 0345 6000 789 .


Let me know how you get on with this. I want to make sure it's sorted for you as soon as possible.


Thanks,

Mat
 


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BigTrak
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Message 9 of 11
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Re: No mobile service

Thanks Mat
I booked it in yesterday and have bought a new phone as I can't be without service this long.
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Forum Team (Retired) Mat_H
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Message 10 of 11
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Re: No mobile service

Thanks for keeping me updated BigTrak Smiley Happy


Let me know as soon as you can.


Thanks,

Mat


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