Forum Discussion

DancinDiva's avatar
DancinDiva
Up to speed
2 months ago

Network issues on mobile only

I can connect to the internet on my laptop but not my mobile phone. 

(Also unable to receive call on my landline.)

I tried turning various things on and off including the mobile phone itself and appears to get a connection, only to drop out again. (It finds my 

I checked service status and it says Outage Identified and Raised. Estimated fix time 18 November at 13:11. Details You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent

Which means the solution is days away!

And if that is the problem, I don't understand why its just on the mobile but OK on the laptop.

4 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 months ago

    Hey DancinDiva, thank you for reaching out and we are sorry to hear about your area outage, we understand this is very frustrating.

    An SNR (signal-to-noise ratio) outage is an issue caused by interference on the network that affects broadband signals, leading to connection problems like slow speeds or total loss of service.

    • DancinDiva's avatar
      DancinDiva
      Up to speed
      2 months ago

      Originally I expected the fault to be resolved by 18/11/25 at 13:00 as specified on Service Status. 

      I then received an email to say that Fault Ref: F012053225 was 'expected to be resolved by 2025-11-24T13:00:00'

      Today Ireceived another email saying "We now expect to have this resolved by 2025-12-03T13:00:00'

      It doesn't give me confidence that the fault will be fixed by then.

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        2 months ago

        The dates they give are only estimates, and shouldn't be relied on.

        If there is a complete loss of broadband service, you will be entitled to compensation after the first two days of loss.  If connection is only intermittent or poor quality, there is no compensation.