Virgin Media Community

[PamGiles]

I’m unable to receive/make calls on my iPhone 14 without the call cutting off. I received a text from O2 saying they were working on a mast problem and that it should be sorted by Feb 3rd. Now I have received a text saying work will commence on the mast on Feb 27 with an update on March 7th! I feel that this is totally unacceptable and that I am paying for a service I can’t use. I wonder if someone can explain why this is taking so long …….

[enlli]

Simply because you can never estimate how long it will take to fix. Engineers come out but find parts are required etc. A myriad reasons go through my head.

Happens on all networks 

If at home you can use WiFi Calling

[Carley_S · Accepted solution]

Hi @PamGiles 

Welcome back to the community forums 

Sorry to hear about the delay with fixing and completing the works on the mast in this area. We recommend speaking directly to O2 to see if they have any further information and if you like, raise you concerns via a complaint with them. 

I can assure you that the team will be working hard to have this resolved as soon as possible for you. 

[PamGiles]

Thank you I shall try the WiFi tip. I’ve only just switched to Virgin from Vodafone, never had a problem with Vodafone, hence the frustration.

[Carley_S]

We appreciate this can be frustrations @PamGiles.

Keep us updated with how you get on with WiFi calling and if you have any further concerns, we'll be here to support if you need. 

[japitts]

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@PamGiles wrote:

Thank you I shall try the WiFi tip. I’ve only just switched to Virgin from Vodafone, never had a problem with Vodafone, hence the frustration.

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You have effectively switched to O2. Virgin Media don't operate a mobile network of their own, the mobile side is now operated by O2 but with Virgin branding - and that will all be moved across by the end of the year.

And I'd echo what enlli has already mentioned above. All fault fixes are estimates, and are never guaranteed. All mobile networks (EE, VF, O2 & 3) cover this in their T&Cs