on 25-08-2020 16:28
Hi.
Every time whilst I'm on a call after a couple of minutes the call will go silent for several seconds then audio returns. This keeps happening all the time regardless of how long I stay on the call. Sometimes during this silent period the call drops and ends.
I'm a new Virgin Mobile customer on a SIM only plan. The phone I use was working without any issues whatsoever on my previous network. This issue started since switching to Virgin.
Please can someone help me resolve this. I need my phone functioning as expected.
Regards
sH
26-08-2020 09:05 - edited 26-08-2020 09:09
Any suggestion/ideas/thoughts? I've read a replacement SIM may be needed?
on 26-08-2020 21:15
Hi,
Same happening here but never used to.
Swapped phone, a new sim and still happening. 3 sims on the account only 1 does it 🤯
on 01-09-2020 19:49
Hi sajyboy,
Thanks for posting, and sorry for the late reply,
Can you confirm if you've tried the SIM in a different handset?
Alex_Rm
on 02-09-2020 01:16
Hi
3 phones 2 sims and no joy then I have got through to the help line and to cut a long story short it appears of the 3 masts surrounding the phones vacinity 1 is 100% 1 is 50% and 1 is down. I’m in east Birmingham.
maybe check in your area the mast situation
Hope this helps
on 03-09-2020 06:24
Hi.
I've tried the SIM in another phone and it does not resolve the issues.
sH
on 07-09-2020 09:52
Hi there @sajyboy
Welcome back to our Community - sorry that you're still having these issues and thanks so much for testing in another handset for us. Can you confirm if this issue happens on both incoming and outgoing calls?
Does it happen in one area or no matter where you are? I have checked your postcode of where your account is registered (using your forum information) and all the nearest Masts to your location are functioning with no issues reported.
Pop back when you with some more information and we'll go from there.
Cheers
Katie - Forum Team
07-09-2020 19:13 - edited 07-09-2020 19:19
Hi.
I only have been using my phone from home as I'm working from home. Today for example, 3 calls had to be ended and redialed because they went silent after a couple of minutes. This happens on both incoming and outgoing calls.
Please can this be resolved asap. It's really frustrating having to constantly worry about whether the call will last the duration or not.
If it's a SIM issue can this be rectified asap. There are reports of others having similar issues, therefore it cannot just be me or my phone.
You must have had reports/solutions to this. I've only been a customer less than a month and surely service reliability on calls must be a contractual obligation.
07-09-2020 20:21 - edited 07-09-2020 20:26
Following on from my past above.
Please can this be resolved asap.
If Virgin cannot provide a basic reliable calling service, then what are my rights to cancelling and moving to another provider?
on 07-09-2020 23:52