Menu
Reply
soulsbyj
  • 31
  • 0
  • 1
Tuning in
431 Views
Message 1 of 10
Flag for a moderator

Galaxy J6 dropping out

My wife has a Galaxy J6 mobile phone which keeps losing the connection when in the middle of a conversation - this happens on a daily basis - any ideas why

0 Kudos
Reply
Alex_RM
  • 4.47K
  • 258
  • 340
Forum Team
Forum Team
356 Views
Message 2 of 10
Flag for a moderator

Re: Galaxy J6 dropping out

Hi soulsbyj,

 

Thanks for posting and sorry to hear your wife is having some issues with the mobile.

 

Can you please confirm what you mean by connection? 

 

Do you mean the signal or are there issues with 4G?

 

Have you had a look for any coverage issues here

 

Alex_Rm

0 Kudos
Reply
enlli
  • 7.35K
  • 1.16K
  • 2.07K
Very Insightful Person
Very Insightful Person
354 Views
Message 3 of 10
Flag for a moderator

Re: Galaxy J6 dropping out

Can't be a loss of 4G when making calls as Virgin do not have VoLTE and use 3G 2G for calls.

Perhaps select 3G and 2G only in your settings and see what the signal looks like.

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

0 Kudos
Reply
soulsbyj
  • 31
  • 0
  • 1
Tuning in
346 Views
Message 4 of 10
Flag for a moderator

Re: Galaxy J6 dropping out

while in the middle of a conversation with someone she keeps losing the other person and cannot talk to them or hear them - she has to ring them back to regain conversation.

0 Kudos
Reply
soulsbyj
  • 31
  • 0
  • 1
Tuning in
345 Views
Message 5 of 10
Flag for a moderator

Re: Galaxy J6 dropping out

Checked settings and 2G/3G is set on autoconnect - still loses the other person while talking.

0 Kudos
Reply
enlli
  • 7.35K
  • 1.16K
  • 2.07K
Very Insightful Person
Very Insightful Person
341 Views
Message 6 of 10
Flag for a moderator

Re: Galaxy J6 dropping out

Any way of trying the SIM in another phone? That would really narrow it down.

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

Corey_C
  • 3.9K
  • 214
  • 323
Forum Team
Forum Team
291 Views
Message 7 of 10
Flag for a moderator

Re: Galaxy J6 dropping out

Hi soulsbyj,

 

Have you been able to get this sorted since your post or did @enlli's suggestion help? If you need your SIM replaced, let us know and I'll send you a private message for your account details.

 

Cheers,

Corey C

0 Kudos
Reply
soulsbyj
  • 31
  • 0
  • 1
Tuning in
286 Views
Message 8 of 10
Flag for a moderator

Re: Galaxy J6 dropping out

Hi 

No still the same - and yes to a new sim - would she be able to keep same number

thanks

0 Kudos
Reply
Corey_C
  • 3.9K
  • 214
  • 323
Forum Team
Forum Team
281 Views
Message 9 of 10
Flag for a moderator

Re: Galaxy J6 dropping out

Hi soulsbyj,

 

Yes, it would still be the same number, I've sent you a PM to verify your account details.

 

Cheers,

Corey C

0 Kudos
Reply
Corey_C
  • 3.9K
  • 214
  • 323
Forum Team
Forum Team
247 Views
Message 10 of 10
Flag for a moderator
Helpful Answer

Re: Galaxy J6 dropping out

Thanks for providing those details and clearing data protection, soulsbyj,

 

Your replacement SIM is on the way, please allow 3-5 days. It will activate once you pop it in the phone.

 

Cheers,

Corey C

0 Kudos
Reply