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Forum Team (Retired) Terri_P
Forum Team (Retired)
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Message 71 of 196
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Re: New purple SIM - Intermittent data -

Hi Jay2k2,

Thanks for sending the requested details via PM. I have escalated this over to our technicians and a fault ticket has been raised for this. 

This could take up to 5 to 7 working days to fix, depending on the issue, but please be aware that if there are network issues causing this problem, it could go past the initial 7 day working estimated resolution time.

 

I will be back in touch with you as soon as I receive an update. I'm sorry for the inconvenience this causes.

 

 

 

Kind Regards,

Terri

Virgin Media Forum Team

 


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Forum Team (Retired) Terri_P
Forum Team (Retired)
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Message 72 of 196
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Re: New purple SIM - Intermittent data -

Hi Margoooooooo,

I'm sorry that you are also experiencing a problem with intermittent data on your mobile service.

Please send me a private message by clicking this link: PM me here and provide the following details so we can investigate this further: 

  1. Mobile number:
  2. Make & Model of phone:
  3. App(s) being used (please list all that cannot connect):
  4. Error received (please provide a screenshot if you can):
  5. Date and Time of error (this is very important):

Thanks,


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Forum Team (Retired) Terri_P
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Message 73 of 196
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Re: New purple SIM - Intermittent data -

Hi Trickyuk,

Sorry that you are also having a problem with intermittent data on your mobile service.

Please send me a private message by clicking this link: PM me here and provide the following details so we can investigate this further: 

  1. Mobile number:
  2. Make & Model of phone:
  3. App(s) being used (please list all that cannot connect):
  4. Error received (please provide a screenshot if you can):
  5. Date and Time of error (this is very important):

Thanks,


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ryma91
On our wavelength
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Message 74 of 196
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Re: New purple SIM - Intermittent data -

Virgin customer service is an absolute joke. They need to terminate my contract with no payout from me but they are reluctant “because I have used data this month”.

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Jay2k2
Tuning in
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Message 75 of 196
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Re: New purple SIM - Intermittent data -

Data issue happened again on the 27th March at 06:41 in the Liverpool area.
Again on the 28th March at 07:19 in the St Helens area.
Again on the 28th March at 07:46 in the Manchester area.

This is not the service I am paying for.

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mingsy
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Message 76 of 196
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Re: New purple SIM - Intermittent data -

Hi Terri,

I am also suffering from intermittent data since getting a purple SIM. The internet connection drops out at least once per day and will only reconnect if you do one of the following:

Reboot the device, put the phone into flight mode for a few seconds and then take it out, switch APN's (I have two versions on my phone as my local store changed them to try and resolve the issue)

The SIM has been replaced but made no difference.

Phone - Galaxy S8

Apps that fail when this happens are: Sky News, Sky Sports, BBC News and Virgin Apps (I haven't checked others)

Regards,

John

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Forum Team (Retired) Terri_P
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Message 77 of 196
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Re: New purple SIM - Intermittent data -

Hi All,

Thanks for sending your details via PM. A fault ticket has been raised for this issue and our technicians are working to resolve this as quickly as possible.

We have not been advised of a resolution time frame, but I will post back on this thread as soon as I have any further update on this fault.

 

I'm sorry for the inconvenience this issue causes. 

 

 

Kind Regards,

Terri

Virgin Media Forum Team

 

 

 


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vipermo
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Message 78 of 196
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Re: New purple SIM - Intermittent data -

So can I ask are we all expected to pay full price for a intermittent service?

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Forum Team (Retired) Terri_P
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Message 79 of 196
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Re: New purple SIM - Intermittent data -

Hi vipermo,

 

Any credit for degraded service will be applied once the fault has been fixed. If you have been in touch with me via PM, I will contact you to discuss this further at that time. Alternatively, you can get in touch with Customer Services direct once the fault has been resolved.

 

I understand that there is a temporary workaround with this by toggling airplane mode on and off.

 

 

Kind Regards,

Terri

Virgin Media Forum Team


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vipermo
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Message 80 of 196
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Re: New purple SIM - Intermittent data -

Ok Terri thank you for responding 

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