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ap27
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Message 1 of 54
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Data connection going to sleep, no push notifications being received over mobile data

Hi Virgin Team,

I am having an issue with push notifications being received over mobile data. Until I open the application I do not receive any notifications on WhatsApp, Gmail, Snapchat, Instagram & YouTube, this is merely a list of the apps I use most. I have had this problem since moving to Virgin from o2 a 2 months ago. 

When I am connected to WiFi I there are no delays in push notifications and I am receiving messages on time. Also I am running a dual SIM device and when using the Three network I am receiving messages fine, but when on Virgin the issue persists. 

I have tested the problem using WhatApp. A friends of mine sent me a message and although I was connected to 4G, the message only had one tick on my friends phone. This means it has not been sent to my phone. However 20 minutes later as soon as I open WhatApp I received the message.

I have called Virgin customer services many times spending hours on the phone with no joy. I have been advised the following which I have tried and can confirm they do not fix the issue in hand:

  • Rebooting my handset
  • Trying a different handsets
  • Trying a new SIM card
  • Changing my application settings to allow notifications
  • Turning off doze mode on an Android phone
  • Resetting my APN settings

Each of the operators are adamant that the problem lies with the phone despite me trying all the above and explain there are a large amount of people with the same issue.  

Please note I am not the only Virgin mobile customer who is having this issue. Below is the threads that I have found which are related to the problems we are having.

To summarise the below threads:

  • All users are having the issue despite them using different handset
  • All users are only having the issue when connected to mobile data
  • Some users have recently joined Virgin and did not have the problem when they were on a different network
  • Some users have given up after months of pain and have moved to another provider!

The only replies on these threads are Virgin asking basic information such as the device they use. Once they have received the replied the thread goes quiet. As far as I am aware there is no fix for this issue. I have seen a few people using VPNs, out of desperation I am currently testing this. 

WhatsApp messages not coming through

https://community.virginmedia.com/t5/Virgin-Mobile/WhatsApp-messages-not-coming-through/td-p/3972759...

Delayed Notifications WhatsApp snap email

https://community.virginmedia.com/t5/Virgin-Mobile/Delayed-Notifications-WhatsApp-snap-email/td-p/39...

Delayed notifications - Whapsapp / HQ Trivia

https://community.virginmedia.com/t5/Virgin-Mobile/Delayed-notifications-Whapsapp-HQ-Trivia/td-p/376...

Delayed Notifications WhatsApp snap email

https://community.virginmedia.com/t5/Virgin-Mobile/Delayed-Notifications-WhatsApp-snap-email/td-p/39...

Slow iMessages since joining Virgin

https://community.virginmedia.com/t5/Virgin-Mobile/Slow-iMessages-since-joining-Virgin/td-p/3852594

Delay in iMessages being sent

https://community.virginmedia.com/t5/Virgin-Mobile/Delay-in-iMessages-being-sent/td-p/3941893

Background data goes to sleep?

https://community.virginmedia.com/t5/Virgin-Mobile/Background-data-goes-to-sleep/td-p/3844765

No Push notifications from applications while using Mobile Data

https://community.virginmedia.com/t5/Virgin-Mobile/No-Push-notifications-from-applications-while-usi...

Delayed Notifications

https://community.virginmedia.com/t5/Virgin-Mobile/Delayed-Notifications/td-p/3747094

Push Notification Speed

https://community.virginmedia.com/t5/Virgin-Mobile/Push-Notification-Speed/td-p/3765533

Delayed notifications whilst using data

https://community.virginmedia.com/t5/Virgin-Mobile/Delayed-notifications-whilst-using-data/td-p/3977...

Intermittent Data Connection

https://community.virginmedia.com/t5/Virgin-Mobile/Intermittent-Data-Connection/td-p/3953738

Samsung J6 and Virgin Network Notification problem 

https://community.virginmedia.com/t5/Virgin-Mobile/Samsung-J6-and-Virgin-Network-Notification-proble...

New purple SIM - Intermittent data

https://community.virginmedia.com/t5/Virgin-Mobile/New-purple-SIM-Intermittent-data/td-p/3640439

 

Please can I ask for this to be escalated and fixed!

Kind regards,

An unhappy Virgin customer

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AK93
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Message 2 of 54
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Re: Data connection going to sleep, no push notifications being received over mobile data

Absolutely.

I too have had a similar experience. I would recommend you post your experience onto Twitter. 

It seems the company are not taking us seriously and are happy to take customers money without even providing us with the basic service. 

I have spoken to advisers who have given me the same advice, and I am also not receiving push notifications on time. 

I urge for other customers to also speak out whether it be on social media or on blogs. 

I will contact OFCOM and determine if any other body can help us. 

 

Best regards,

Another Unhappy Virgin Customer 

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HPATEL
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Message 3 of 54
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Re: Data connection going to sleep, no push notifications being received over mobile data

Exactly the same experience.

I have posted on another thread where I have been asked for various information, which I have provided. Then I have heard nothing!

It is quite unbelievable that Virgin have got away with this as it is obvious from thw threads that this is not a new issue.

I am now tied into a 12 month contract which I cannot get out of unless I pay!! Which, to be honest is ridiculous considering I am not being provided with the service I am paying for.

This definately needs to get escalated to other bodies has it is totally unacceptable!

Another VERY unhappy customer.

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toasty772
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Message 4 of 54
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Re: Data connection going to sleep, no push notifications being received over mobile data

I've mentioned this before in a few threads (most of which are probably linked above!) I raised the issue a few times, was told it's my phone, it's my SIM, the usual 'excuses'. The issue persisted with different SIMs and different handsets.

I migrated to VM from Three, the issue never occurred with Three.

The issue didn't occur when I was connected to Wifi or over a VPN.

I have since migrated to Vodafone, the issue has gone away.

With all of these considered, it's blindingly obvious that the issue lies firmly with the VM mobile network. 

(and before anyone's asking why I still occasionally look into this forum having migrated, I'm curious to see if this issue ever gets resolved. I hope so for your sakes, as I know how bl__dy annoying the issue is!)

 

 

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DJF70
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Message 5 of 54
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Re: Data connection going to sleep, no push notifications being received over mobile data

I'm having the same problem with notifications - for me I notice the issue with Whatsapp and BBC Sport alerts primarily.

I've read on another post that this issue has been escalated but no updates on this since from VM?

It would be nice if this issue was recognised  by VM so that customers could see the issue was being addressed.  

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parms
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Message 6 of 54
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Re: Data connection going to sleep, no push notifications being received over mobile data

I am also having the same issue for weeks!!! I have been told its my phone, settings etc but in the end they have raised a IT ticket for the back office IT team to investigate. Not sure if anyone has had a similar IT ticket raised for this and what the outcome was?

I have been told to expect a response in 3-5 business days, so I will chase up end of the week and post latest info on here.

There are so many threads related to this over many years but I cannot see any resolution for anyone.

 

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Community Lead
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Message 7 of 54
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Re: Data connection going to sleep, no push notifications being received over mobile data

Hi,

I'm sorry about the data issues you're all experiencing at the moment.

I just wanted to let you know that this is currently under investigation, we'll let you know once we have any further information.

Kev

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


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Message 8 of 54
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Re: Data connection going to sleep, no push notifications being received over mobile data

Hi Kev_B,

Is there a SLA on the issue? From historic threads it seems this issue has been persistent over many years, therefore wondering if it has ever been fixed or does it keep coming back? I have had the issue for many weeks so concerned if there is no SLA then how long it may be before a fix is applied.
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Message 9 of 54
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Re: Data connection going to sleep, no push notifications being received over mobile data

All,

If you are still having this issue then call up Virgin Mobile and ask for a technical IT ticket to be raised. This is the only way to get to a resolution as there is clearly a network issue causing this. You may need to specifically demand for a IT ticket to be raised before it gets done and you will be given a reference number of the issue that has been logged. More of us that raise the ticket the faster the fix will be identified/applied.
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ap27
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Message 10 of 54
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Re: Data connection going to sleep, no push notifications being received over mobile data

Hi Kev_B,

It has been 2 weeks since your last post. Is there an update on the case? I am still having the above issue

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