Mobile Data problems

[Johnneh81]

I'm having problems accessing the internet with mobile data. I've tried accessing it in multiple locations and it is very hit and miss. sometimes I manage to get a webpage to half load before the connection drops and I'm back offline.

I've noticed a few times I've had a warning regarding the sim card but that often just flashes up and then disappears.

I've tried all the options I can see on the website help section but to no avail.

There seems to be multiple people on this forum experiencing the same issues as I'm having so it's clearly a virgin issue

Thanks.

[Robert_P]

Hello Johnneh81

Sorry to hear of the mobile data issues experienced, we appreciate you taking the time to raise this via the forums and welcome to the community.

From checking the coverage in your area we aren't able to see any problems with the network in your area or masts. In order to make sure all of the correct network settings are on your handset can you text ALL to 789922 and follow the on screen instructions. This will ensure all of your APN settings are up to date. If you also have another handset you can try the SIM card in this will help locate what is causing the issue.

We also have support here and our mobile diagnostic tool here, if you want tot check coverage you can do so here

Rob

[Johnneh81]

Hi Robert_P.

I have already text ALL to that number and installed the configuration files and ran diagnostics on my device, everything checked out ok but the problem still persists. I've also tried the SIM in my previous S10 handset and the same issue was present there also.

Thanks for your help

[Robert_P]

Have you had the SIM for a while Johnneh81? If the issues remain when trying the SIM in an alternate handset it may need replacing. Do you have any other Virgin Mobile numbers or SIM's experiencing similar issues?

I will send you a Private Message to get some details form you to look into this further.

Rob

[Robert_P · Accepted solution]

I have just checked the service in the area again here and there is now a mast issue reported with an estimated fix date of the 23rd September 2022. As the issue is impacting both SIM cards it is likely due to this as the chances of the same issue impacting two different SIM's at the same time are remote.

You will probably find they work okay outside of that area.

Rob

[Johnneh81]

Thank you for looking into it for me. Hopefully it will be resolved when they fix the mast.

Cheers!

[Robert_P]

That link will show if the problem is still there and the estimated fix date, O2 are clearly aware of this and working to resolve as soon as possible.

Rob