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TeresaSadler
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Mobile signal continually dropping

Hello,

Since yesterday I've been continually losing my mobile signal and getting a pop up message stating 'Refreshing SIM data'.

I've tried re-inserting my SIM card; manually selecting the Virgin network (tends to fail to connect or drops again within a few moments); restarting my phone etc.

I've also attempted something suggested by a Virgin support person in reply to someone reporting the same issue, which involved trying to connect to another providers network and then trying Virgin again.  This was unsuccessful.

I do not have another device I can try the SIM card on.

Please help - it's driving me mad!  😊

Thank you.

Teresa 

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TeresaSadler
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Re: Mobile signal continually dropping

Just to add, this is not a new SIM nor am I a new customer, on a new contract or using a new phone.  Nothing has changed at my end.

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enlli
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Message 3 of 9
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Re: Mobile signal continually dropping

Have you checked for network problems in your area?

Virgin use EE for signal. Use I have a problem 

https://coverage.ee.co.uk/coverage/ee

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TeresaSadler
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Re: Mobile signal continually dropping

Thanks @enlli.  Foolishly, I only looked at Virgin's own website which was no help whatsoever.

The EE website says the network is being upgraded but there are no dates so unsure if that's related.

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enlli
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Re: Mobile signal continually dropping

More than likely. The network are busy reconfiguring things to enhance 4G, and prep for 5G. Sadly this will also mean the closure of 3G in the future in the meantime 3G bandwidth is being reduced. 

I would suggest you sign up on the site to get updates 

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TeresaSadler
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Message 6 of 9
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Re: Mobile signal continually dropping

Virgin: 

According to the EE website, there is STILL maintenance in my area (PO2).

This will be the third day that I have had no phone signal.  This is totally unacceptable.  I've already missed one important message today which resulted in an unnecessary outing.

Appreciate that EE are providing the underlying service but my contract is with you so please liaise with EE and sort it out asap.

As a point of interest, is there any sort of link or mobile network status checker on your website?  I couldn't find anything useful.

Teresa

 

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Martin_N
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Re: Mobile signal continually dropping

Hi TeresaSadler,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear about the Mobile issue you've been having. 

 

I'm sure that this is being worked to be resolved as soon as possible. Have you had any further update on this. 

 

^Martin

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TeresaSadler
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Re: Mobile signal continually dropping

Hello Martin,

Nothing at all from Virgin but I signed up to EE's notifications. 

As I got told that there was a problem then later that maintenance was completed, I'm not sure what actually happened.  The signal situation was finally stabilised after 3 days of disruption.

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Natalie_L
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Re: Mobile signal continually dropping

Thank you for your reply TeresaSadler. 

 

I am very sorry for the disruption caused by this, I appreciate it must be frustrating. 

How are things with the service now please? 

 

Thanks 

 

 

Nat
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