Mobile data stopped working

[grace-blisson]

The past week or so I have noticed that my 4G data is no longer working. At first I thought I maybe used it up but then got a refresh and it still isn’t allowing me to use it. I have tried all of the online help, which suggests to restart the phone, check network settings etc. None of this has worked. I wondered if I could get help with this, and if I would need to call Virgin mobile directly to resolve it.

[Zach_R]

Hi @grace-blisson,

Thank you for your post and welcome to our community forums. We're here to help.

I am really sorry to hear that you're facing some problems with your mobile data service recently. Can you expand on what's happening exactly? Are you unable to connect online and use any mobile data at all? Are you experiencing any issues with calls or texts?

Along with the above, can you also confirm what model of handset you have?

Thanks,
 

[grace-blisson]

I am not able to connect online at all it seems. I will go to use apps or the internet and it will just say I have no internet. The same goes when trying to send iMessages. 
I’m not having an issues with calls or texts that aren’t iMessage though. I own an iPhone XR.

[Zach_R]

Hi @grace-blisson,

Thank you for expanding on this. Are you also having this issue when your phone is connected to and using Wi-Fi, or just mobile data?

Would you also mind confirming what diagnostics and troubleshooting you've done thus far in an effort to remedy this?

Thanks,
 

[grace-blisson]

The issue is only happening with the mobile data. 

To try and fix it I have attempted to reset my phone, turn airplane mode on and off, checked the network selection is on automatic and also checked my SIM card isn’t broken. 

[Zach_R]

Hi @grace-blisson,

Thank you for expanding. Does this happen in multiple locations, or does it only seem to happen in and around the area of your home?

Are you also able to test the SIM card in another handset and see if the issue also occurs there? That can help us to narrow down where the issue lies.

Thanks,
 

[grace-blisson]

It seems to be happening in multiple locations. 

Yes, I can try this and let you know.

[Zach_R]

Hi @grace-blisson,

No problem. Let me know how you get on with the SIM swap check when you get a moment to do so.

Thanks,
 

[grace-blisson]

I have just tried the sim in another handset and it seems to be working for that phone. Do you know why this may be?

[Zach_R]

Hi @grace-blisson,

Thank you for giving that a try. If the SIM card works in another handset then it means that the SIM card isn't faulty, and if it's in the same area where you normally have problems then it won't be a local network issue either. It's possible that the fault lies with the handset.

Have you checked over the settings to make sure you've not accidentally disabled Mobile Data?

Thanks,