I recently upgraded to a 4G contract but lost my discount which I was not happy about. I have had this a month now and never got a 4G signal. Sometimes I get H+ and other times 3G. If 4G is not available in my area (Stockport), I should have been told when I upgraded. If this cannot be resolved, I will be expecting to cancel my contract without charge or getting my rental fee reduced!
Have you ensured that 4G data connectivity is enabled on the handset in the settings? Also, have you switched over to the new 4G SIM we sent when you moved over to a 4G tariff?
I'm not familiar with this phone and I'm having some trouble locating the technical specs - was it built with UK 4G networks in mind? We can't guarantee compatibility with handsets we don't supply and some handsets are only compatible with 4G frequencies in certain territories.
It might be worth checking into the tech specs for your handset to ensure it's compatible with the EE 4G frequency that Virgin Media uses. This is 2600MHz (also known as band 7) for 4G.
You could also test the SIM in another phone (and vice versa) to see if it gets the 4G signals then, just to rule out any provisioning issue on the network side of things.