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adamrogey
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Mobile data not working

I recently upgraded to an iphone 12 pro max, I recieved a new sim that allowed me to make calls and texts and although it showed that I was connected to 5G it wouldnt load web pages or apps, I then ordered a new sim (that now said 5G ready on the packet that the old one didnt) which when I put into the phone showed that I had full connection and I then recieved a text with the APN settings that i was to download (Which didnt happen with the last sim).

After downloading the APN settings and everything seemingly working, I could once again make calls and texts and recieve them, but my mobile data just wouldnt load anything despite it saying that I had 5G at the top right.

I have been on the phone with support and have tried the steps that are shown in the help section on the virgin mobile website which tell me to change the mobile network settings with no success, I have never had an issue like this when changing over contract to a new device.

Any help would be great, Thanks.

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adamrogey
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Re: Mobile data not working

Just to add, I have tested my Sim in a different phone and its the same issue. However while using someone else's Sim in my phone the data does work, so my issue is 100% my Sim and not the phone.
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David_Bn
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Re: Mobile data not working

Thanks for your post on our Community Forums @adamrogey, and a very warm welcome to you!

 

Sorry to hear that you've been struggling to use the 5G data on the SIM card

 

Can you confirm if you've been able to try the SIM card in a different location to see if you're able to use the data services? 

 

I see that you've changed the network settings, did this involve downgrading from 5G to 4G or even 3G?

 

It could be possible that the mast you're connected to have either no, or possibly limited 5G access

 

Kindest regards,

 

David_Bn 

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adamrogey
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Re: Mobile data not working

Hi @David_Bn,

I have been out to a few local areas and still not been able to load anything despite it saying that I am connected to 5G. I live in Stockport in Manchester so I do definitely fall into a 5G area.

I have tried manually changing my mobile data down to 4G only and it made no difference, says I have 4G connection however nothing loads.

 

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Lee_R
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Re: Mobile data not working

Thanks for getting back to us adamrogey

I am really sorry to ask you to do this, but do you have another handset you can try the SIM in?

Regards

 

Lee

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adamrogey
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Re: Mobile data not working

Hi Lee_R,

I have already tried a different phone with my SIM and it didnt make a difference, can still make calls and texts but no mobile data. Been on the phone this morning and have another SIM being sent out, will give that a go and see if it fixes the issue, however this is the second new SIM I will be trying.

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Lee_R
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Re: Mobile data not working

I am sorry.  I am assuming all the data settings on the handset are correct?  

Regards

 

Lee

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adamrogey
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Re: Mobile data not working

According to the support guides on the Virgin Mobile website all of my settings are correct.

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Paul_DN
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Re: Mobile data not working

Hi adamrogey,

 

Thank you for reaching out to us in our community and welcome, sorry to hear you aren't able to us date on your new handset.

 

 

I wasn't able to locate a account with the details we have for you however I will be happy to help further, so I can I will need to send you a invite into a private chat, please click on the purple envelope to accept?

 

 

Regards

 

Paul.

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Paul_DN
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Re: Mobile data not working

Hi,

 

I will send a invite shortly please click on the purple envelope to accept.

 

Regards

 

Paul.

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