Intermittent and No Signal/Internet and Data

[adamtgale]

Hi there,

I hope someone can help. For the past month I've had a lot of problems with my Virgin Mobile service:-

• Weak and often no signal - at home, and in different locations across the BH postcode region.
• Often my phone displays "emergency calls only".
• I can only get H+ connectivity - Not 4g.
• I'm missing many business calls because my phone signal drops to 0 bars.
• It flicks randomly between signal and no signal.

It's causing me a lot of grief because I use this phone for my business, as well as tethering my desktop computer to the internet. Unfortunately I don't have another phone in which to try the sim card in.

It never used to be like this, only in the last month or so. Something has happened. Often my phone displays "02 - Virgin" - I thought I was with Virgin Mobile.

Can one of the Virgin team help me? I can't find a support phone number or support email address to contact Virgin.

Thank you.

[Steven_L]

Hey @adamtgale,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your mobile signal at the moment. 

We do use the O2 network for our mobile services, that is why you would be seeing that displayed on your handset, did the issues start to happen, when you first saw that?

Have you recently had a new sim card?

Have you tried to remove the sim card and replace it in your device?

Is this happening at any particular time of the day or is it happening all of the time?

Regards,

Steven_L

[Koala5]

Virgin used to run on the EE network and also Vodafone for a while, but Virgin merged with O2 last year and they have recently started moving there customers over to the O2 network, I too have been experiencing problems in the last month or so, I get about 0.2mb data speed in the daytime but 22mb at 2am. I had no idea that I had been moved onto a different network, and it has been suggest by others on this forum that the O2 network is very congested which may be causing my problems. I’m currently looking to switch provider.

[Kain_W]

Apologies for the issues faced Koala5,

Welcome back to the community. 

With regards to the issues faced, are the service problems happening everywhere you go?

Also how are calls on the network?

Let us know,

[adamtgale]

Hi Steven,

Thanks for the quick message back, hope you are having a good day.

I'm not quite sure if my issues are related to 02 or not - but the issues started recently.

My sim card is a few years old now. I took the sim card out of the phone yesterday and put it back in again, but the issue continues.

It seems to be random - like now it's ok, but earlier when walking to meet a client it said "emergency calls only".

Any suggestions or solutions you can offer would be great, thanks for your help.

Adam

[Koala5]

With regards to the issues faced, are the service problems happening everywhere you go?

Also how are calls on the network?

Let us know,

Kain

Hi Kain,
The problems are in a specific area, infact the area where I need to use the phone most, It worked fine when it was connected to the EE network. Anyway I won’t hijack this thread as my problems are discussed elsewhere on the forum.

[Koala5]

Any suggestions or solutions you can offer would be great, thanks for your help.

Do you know anyone with an O2 phone that you could try in your location to rule out signal issues?

[Kain_W]

Thanks for the response Koala5,

To clarify, are you receiving responses in a different thread?

[adamtgale]

Hi Steven and team

Thanks for the quick message back, hope you are having a good day.

I'm not quite sure if my issues are related to 02 or not - but the issues started recently.

My sim card is a few years old now. I took the sim card out of the phone yesterday and put it back in again, but the issue continues.

It seems to be random - like now it's ok, but earlier when walking to meet a client it said "emergency calls only".

Any suggestions or solutions you can offer would be great, thanks for your help.

Adam

[Ashleigh_C]

Thank you for popping back to us @adamtgale

Can I just check, are you able to try the SIM in another device at all and see if the issues continue? 

This will help us determine if this is a SIM on handset issue.

Thank you.