on 08-03-2023 07:47
Hi,
I've a mobile SIM packaged from Virgin Media (broadband), used by my daughter. My (known) symptoms are:
Are there additional steps I can take here / any advice available, please? I'm reading that I might need a replacement SIM?
Thanks, T
Answered! Go to Answer
on 11-03-2023 18:11
Problem is resolved.
For those who need closure: turns out the SIM wasn't activated due to some kind of hiccup. A previous SIM on the same number was stolen, and this was the replacement - which either wasn't activated by me/my daughter (no idea if this is the case - but if so...Doh!), or there was a hiccup somewhere.
VM (re)activated it - all good now.
on 08-03-2023 08:37
Hi @tonyB747,
Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that your daughter is having some service issues with her SIM card!
Have you been able to put the SIM card into another phone to see if the same issue continues?
Can you tell us if this SIM is a part of Virgin Mobile, or if you were sent this SIM directly from O2 as part of a Volt package?
Please let us know so that we can assist further. 🙂
Thank you!
on 08-03-2023 08:39
Just to check, is this a Virgin Branded SIM or an O2 SIM on a Volt Package?.
What does it say on the top of her phone, Virgin or O2?
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on 08-03-2023 09:21
Thanks for the response, @Paulina_Z
@Paulina_Z wrote:Have you been able to put the SIM card into another phone to see if the same issue continues?
I confess I've not tried that one - I can do so however will need to wait until she returns from School this afternoon.
@Paulina_Z wrote:Can you tell us if this SIM is a part of Virgin Mobile, or if you were sent this SIM directly from O2 as part of a Volt package?
I believe its part of Virgin Mobile. I'm looking at my Virgin Media package, and it says "Volt benefits" are not active. Again, I'd have to check when she's back from school, but I recall the SIM itself being Virgin branded.
Let me know if there's anything else I can do in the meantime, oherwise I'll post an update when she's back from school.
Thanks, T
on 08-03-2023 09:22
Thanks for the response, @enlii
Per my response to P, its not part of a Volt thing and I'm fairly certain its a Virgin SIM (but will have to confirm properly when she's back from school).
Cheers, T
09-03-2023 08:04 - edited 09-03-2023 08:12
Morning,
I've confirmed that it is indeed a Virgin branded SIM, hope that helps.
EDIT: Just installed the SIM from my daughter's Pixel 4a into my Pixel 6 and had the same problem... no internet connection on mobile (4G).
T
on 09-03-2023 09:26
If you drop to 3G does data work?
Also check here https://status.o2.co.uk/
What does it say?
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on 09-03-2023 09:48
Thanks for the additional checks, @enlli !
No joy on 3G either. The O2 status page indicates it can get busy in my area, i.e. a data slowdown - but basic connectivity should be fine (and ofc isn't).
Cheers, T
on 09-03-2023 12:17
Thank you for getting back to us! Apologies that this is happening.
I will send you a PM to confirm a few account details and offer further support.
You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with an update when possible.
Thank you for your patience in the meantime!
All the best. 🌞
on 09-03-2023 12:19
@Molly_T wrote:Thank you for getting back to us! Apologies that this is happening.
I will send you a PM to confirm a few account details and offer further support.
You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with an update when possible.Thank you for your patience in the meantime!
All the best. 🌞
Thanks Molly, appreciate it!
T