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JMCM15
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Virgin sim upgrade from 3G to 4G not working

Upgraded our 2 mobiles in December from Virgin 3G to Virgin 4G . Looked on the Virgin Community site, waited for refresh, now had two refreshes, switched off and switched on but still no 4G . What’s the problem/resolution ?

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Message 2 of 11
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Re: Virgin sim upgrade from 3G to 4G not working

Hi JMCM15,

 

Welcome to the community and thanks for posting. My apologies for the lack of 4G despite upgrading in December.

 

I see from your other post here you're using an iPhone SE and a Nexus 5. Do both handsets have 4G/LTE selected in the network mode?

 

Thanks


Rich
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Re: Virgin sim upgrade from 3G to 4G not working

Hi

yes both are set to 4G

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Message 4 of 11
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Re: Virgin sim upgrade from 3G to 4G not working

Hi JMCM15,

 

What part of the country are the handset users in at the moment? (so I can check the signal)


Rich
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Re: Virgin sim upgrade from 3G to 4G not working

We are on holiday in Tenerife at the moment generally picking up an Orange network and having the same issues that we normally have at home in Bramhall, Stockport

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Re: Virgin sim upgrade from 3G to 4G not working

Is there anyone with you currently able to access 4G?

If so, are they connected to the same Orange network?


Rich
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Message 7 of 11
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Re: Virgin sim upgrade from 3G to 4G not working

My friends have had 4G access when they have been with us for the last week. They are contracted in UK with Vodafone but have been picking up various networks while here, all 4G.

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Message 8 of 11
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Re: Virgin sim upgrade from 3G to 4G not working

When are you back in the UK?

 

I'll have to check with someone as I'm not sure if they're going to want you connected to a network here in order to investigate the issue.


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Message 9 of 11
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Re: Virgin sim upgrade from 3G to 4G not working

Get back on 22 Feb can you get them to check both mobiles on 23rd please

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Message 10 of 11
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Re: Virgin sim upgrade from 3G to 4G not working

Hi JMCM15,

 

I've gone ahead and completed a profile refresh on both numbers to see if this makes a difference in the meantime. Please restart the handsets when you can and let me know the outcome. If you're able to test the SIM's in another handset then that's extra information to pass on to the team.

 

Hope to hear from you soon.

 

Thanks


Rich
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