Virgin Media Community

[Judith33]

Hi,

Really hoping you can help! Customer service has been appalling and the faults are getting worse. I have an ongoing complaint which has not been addressed for months. These faults have been happening for approaching 6 months. I have had the handset 12 months this month. 

Three main faults are:

1. My phone disconnects calls and error messages such as: "no sim card" "sim card not present" "sim card error" "no network" "emergency calls only" 

2. I cannot use data when out of wifi as the above error message appear

3. Text message are not coming through or are very delayed for several days.

• I have tried: rebooting the phone. Changing to and from 2g to 3g 
• Changing networks then back to virgin
• Clearing cached data
• Switching phone on and off
• New sim card
• Checked coverage umpteen times and all well within range
• No faults with coverage according to customer service
• Tried few other things suggested but can not remember exactly what
• None of the above have helped and it is getting worse.

I do NOT have another handset to try as the sim card is too small. I cannot send my current phone away without a replacement (even temporary replacement will do as I do not have a landline incase of emergencies/ work / wifi internet use) 

Any help would be much appreciated as currently I am paying for a substandard service that is not fit for purpose and I am getting annoyed now.

Thanks for reading!

Hoping someone can help 😀

Current make and model is Samsung Galaxy A40 

[Chris_W1 · Accepted solution]

Hi Judith33, thanks for the message and sorry to hear that you are having issues with the network, it looks like you have tried everything you can really in regards to the sim and this is pointing towards an issue with the phone. In order for us to investigate further the sim will need to be tried in another handset in order to rule out a sim issue or handset issue. If you do find that it is working fine in another handset then you will know the issue lies with the handset. Chris

[Judith33]

Thank you Chris_W1 for your reply.

Unfortunately I do not have another handset to try it in. Would Virgin be able to supply one for me to try? Or supply a temporary phone if I sent my one away please? 

If it is the handset it was less than a year old when these faults started. Would they replace it? Any handset that works will do as currently mine is useless. 

Thanks you.

Looking forward to your reply 😃

[Chris_W1 · Accepted solution]

From what you have said, it does sounds like there is an issue with the sim card slot, is the phone still under warranty as you may be able to get an in warranty free repair ^Chris

[Judith33]

Hi Chis_W1

I am not sure, I imagine it should be as if got another years contract to pay and these faults have been reported for nearly 6 months. 

Obviously with lockdown I cannot take to the Virgin shop for repair and need a mobile for work/ emergencies as I do not have a landline. Would Virgin provide a courtesy phone as such in the interm? 

I am wary of sending it away, as communication with Virgin up until this point has been non existent. You are this first person to actually help and offer solutions.

Thank you

Judith 

[Chris_W1]

We would be unable to provide a phone for you but the cheapest phone which we do can be found here. Can you confirm if you have Wifi calling switched on? If so can you switch it off to see if anything changes? Chris

[Judith33]

Hi Chris,

Yes i have tried wifi calling both on and off with no different.

I have tried to switch the "rich communications" text update on and off with no difference either.

Tried changing networks and 2g/3g etc still no joy. 

Would Virgin be able to send out a replacements sim card tray please? To try out see if that resolves the sim card issues? 

Thanks Judith

[enlli · Accepted solution]

Samsung Galaxy phones have a 2 year warranty if you deal with Samsung Direct

https://www.samsung.com/uk/support/repair/

I would strongly advise using them over Virgin.

[Judith33]

Dear Chris,

Are Virgin able to send a replacement sim card tray please?

Thank you

Judith 

[Judith33]

Thank you Enlli,

I did not know this! Thank you.

Virgin are still not addressing the issue.

Horrendous customer service.

Thanks for your help

Judith