on 01-11-2021 11:17
I have upgraded my phone, new simcard, believe I am now on the vodafone connection
In my office I have full 5G but no internet, 5G does work outside of the office, very strange
on 01-11-2021 11:28
Hi @dbagnall2002,
Welcome back to our Community Forums! I'm sorry to hear that you're experiencing some ongoing issues with your new phone and SIM card. I can understand how frustrating this can be. We'll do all we can to help resolve this for you. 🙂
Is it just in the office that your services are impacted?
Please check your Mobile Coverage on our website here: virg.in/coverage and let us know if there are any issues in the area of your office.
Keep us updated on how you're getting on and if you need any further assistance.
Thank you.
on 01-11-2021 11:33
Hi Paulina,
The coverage is good, full service for 4G, this just doesnt give me any data, data outside of the office works ok.
I would prefer to be switched back to EE however
on 01-11-2021 11:42
There is no 5G on Virgin's deal with EE and everyone will be switched over shortly.
What would be interesting is if there is anybody else in your office on 5G with Vodafone direct.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 01-11-2021 11:42
Would like to add that my company phone (On Vodafone) shows full bars of 4G and download speed is 81mbs with upload of 39mbs
on 01-11-2021 11:52
There are a growing number of cases such as this now on Virgin Mobile.
Knowing how the present 5G NSA works and what I believe to be the problem I can say this is nothing that the usual fixes put by CS will ever work.
I believe it will require Virgin's top tech team working in conjunction with Vodafone to sort this. Not sure if that will happen.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 01-11-2021 11:53
What options do I have, already tried a replacement simcard
on 01-11-2021 12:28
Hi @dbagnall2002,
Thank you for coming back to us in regards to this issue and for @enlli to assist further.
Please can you do a manual network search inside the building and reconnect to see if this helps with the data?
How far outside of the office do you need to travel to get the 5G connection?
Keep us updated if you can.
Thank you,
01-11-2021 12:32 - edited 01-11-2021 12:33
@dbagnall2002 wrote:What options do I have, already tried a replacement simcard
Basically 5G None Stand Alone needs connection to 4G to work. Each 5G installation is paired with a single 4G cell. If for some reason you don't have access to that particular cell then you will have 5G signal but no data. 4G will work as you almost certainly have access to more than one cell.
The question is why is this happening on Virgin?
I don't see a quick answer
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks
on 01-11-2021 13:01
Did a manual search, doesnt give me the option to choose Vodafone, but choose EE, phone shows 4 bars of 4G but again no internet.
Set it back to automatic network selection and again full bars of 4G but no internet.