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Virgin Media Staff
Virgin Media Staff
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Coverage help

Coverage is super important and I often see posts about it, so I worked with a few of my colleagues at VM to share some tips to help you get the most form your signal.


Factors that can impact your signal:

Your SIM card and your account
If you experience loss of signal in different areas, this issue could be related to a faulty SIM card. If your account is on hold, that will also prevent you from using our network.


Your device
Signal can be impacted by your device settings, a low battery and running older software. You may want to check if it’s faulty.


Environmental issues
Building materials can lead to large variations in signal, making it harder to predict indoor coverage. In some cases the signal loss may be greater – for example, if you are in a basement, in a house with thick stone walls or within temporary structures such as scaffolding.


Proximity to a mobile mast
The closer you are to a mast, the stronger your signal.


Temporary network maintenance
Your signal will probably be impacted when we are carrying out planned or unplanned maintenance in our network. Several other factors such as adverse weather or vandalism can also affect our masts.


FAQ & Troubleshooting

Faulty SIM card
If you experience loss of signal in different areas, this issue could be related to a faulty SIM card. Give us a call on 789 and we can order a replacement SIM card for you.

Check your device settings
Coverage can also be affected by the device that you are using, so you may want to check if you are running older software and your device settings:
• Change your network mode from 4G to 3G and see if this improves your service
• Switch your device off and then back on
• Ensure mobile data is on in your settings
• Update your device's software:
o Check the Access Point Name (APN) settings. You can update the APN settings by entering them manually or selecting your handset from this list
o Please check that the APN selected in your account is displayed as Virgin Mobile and not another network provider.
• Reset your network settings (please note that this will remove your WiFi passwords)

Network outages
Call 789 so we can check the masts near the postcode to see if there is anything causing this issue, such as planned maintenance or improvement works, adverse weather or vandalism.

Poor indoor signal
Predicting indoor coverage is subject to large variations as signal loss can vary significantly depending on the materials used. In some cases the signal loss may be greater - for example, if you are in a basement or in a house with thick stone walls. If you are experiencing problems with indoor coverage you may wish to consider using other services such as calling over WhatsApp on Android or iOS, or FaceTime if you've got an iPhone.

Phone switching between masts
When you're on a call and on the move your phone may switch between masts. Sometimes the connection gets lost during the switch and the phone disconnects during a call. When you call back you'll be connected to the nearest mast in your range and the signal will be working again. If you are not moving the phone can still disconnect itself during a call if you are on the edge of a coverage area or the call failure is at the other end.