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Kath-S
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Not receiving text messages

Hi Virgin Media Forum,

 

I hope you'll be able to help with a serious ongoing problem regarding not receiving text messages sent to my mobile phone. This has been happening for sometime now, but it is getting worse Smiley Sad I've previously eventually had them by dialling 789, but now this isn't working either. Sometimes the same messages keep coming through, but not the newly sent ones.

 

Please could you tell me why this is happening? I'd be very grateful for your help as it's very frustrating (after all one of the main functions of a mobile is to receive your messages!), and I'm not sure if it's due to problems your end or if there's a fault with my mobile.

 

Thanks, look forward to hearing from you.

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Re: Not receiving text messages

Hi Kath-S,

 

Welcome to the communitySmiley Happy and thanks for posting.

 

Sorry to hear your'e experiencing issues receiving text messages.

 

I have managed to locate your details and check your local area coverage for you. Coverage does appear to be ok as all masts are running as normal although it does appear your area doesn't have many masts covering it. This may cause congestion which could result in an issue similar to the text message issues you've experienced. 

 

I would suggest calling our mobile tech team on 789 or alternatively on 0345 6000 789 so we can take a look at the handset for you as we may be able to adjust some settings to improve this.

 

Hope this helps.

 

Let me know how it goes.

 

 

 

 

 

Stephen_B
Community Moderator

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Kath-S
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Re: Not receiving text messages

Hi Stephen_B,

 

Thanks for your reply to my post. I did as you suggested but unfortunately did not receive any help whatsoever, and so I thought I should let you know of my experience.

 

I telephoned 789 yesterday (23/08) with regards to taking a look at the handset for me and possibly adjusting some settings for improvement. I asked to speak to your mobile tech team, and when I eventually got to speak to someone the first person I spoke to told me they were part of the the mobile tech team. After being told that there was nothing they could do help me, I was then told they would transfer me to a technical specialist. When transferred I did not receive a technical specialist on the other end but the numbered options I initially got through when I first made the call (e.g. Press 1 for....)!

 

So, I went through the options for a second time and eventually got to speak to a second person. I explained to them that I was told I would be transferred to a technical specialist but wasn't, and they assured me that they would make sure I got to speak to one and would transfer me through. Again, I was not transferred through to a technical specialist but only back to the initial options menu!

 

As such, I wonder if you would be able to help me by taking a look at the handset for me and possibly adjusting some settings for improvement as you suggested.

 

Also, could you tell me where my nearest mast is please?

 

I've been a Virgin mobile customer for many years, and previously had no problems of this kind. My text messages always came through no problem at all, so I'm wondering why issues are occurring now. Has something changed recently?

 

I look forward to hearing from you, and hopefully receiving some help.

 

Thanks.

 

 

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Re: Not receiving text messages

Hi Kath-S,

 

Thanks for your reply.

 

My apologies for the issues you experienced trying to get hold of the tech team. I can only imagine how frustrating this was for you.

 

I will private message you the masts location shortly (red envelope, top left hand side).

 

The mobile team might switch the handset to look for 2G rather than 3G signals. This should create a more stable signal. If you Google search the name of your handset and switching from 3G to 2G you will probably find a set of instructions how to do this.

 

Give it a shot and let me know how it goes.

 

Speak soon

 

 

 

 

Stephen_B
Community Moderator

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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