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Martin_N
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Message 11 of 17
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Re: New sim data New phone not new sim. Out of service

Hi EmmaO,

 

Thank you for keeping us updated. 

 

We need to do some further checks and so what I will do is private message you to ask some questions. 

 

^Martin

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EmmaO
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Message 12 of 17
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Solution to 'not registered on network'/ no signal/ ' Out of service'

SOLUTION!!!

Ask virgin media if the phone mask in your area is working.

The Customers service agent on the phone explained- 

THE PHONE MASK HAS BEEN BROKEN NEAR ME AND IS STILL BROKEN

I LIVE AT HA8 0AJ. 

I thought it may be the case as last monday to higate and got signal. 

I'm just sharing this info for anyone that may be in similar situation.

It's extremely wrong and  illegal that they do not inform customers of broken masks in their area. Infact the a network status search virgin media says there are no known issues. 

It strange because everytime this happens with 02 they text repeatedly to inform customers.

I wonder if this has anything to do with compensating customers? 

I Wish they had just said that the mask was down rather than saying it might be the sim card ect.

I remember this being something  orange mobile( now I'm showing my age 🙂 ) used to  do years ago when I lived in N1and the masks kept breaking. 

Anyway a big thank you to the customer service agent on the phone. He also suggested turning on WiFi calling/texts for when you are home. 

This means you can't use your data and that it doesn't work when You leave the house. Unless you go some where that connects to a different mask to the broken one near your home. You also can't use it if you have no WiFi obviously. 

I luckily had a contract with 02 ending so I kept that airtime 30 day rolling sim for £14 and recieved it back as compensation from virgin media. 

They did try to say their policy is to refund when the problem is resolved so that 'I don't keep calling up'.

However after a little pushing and explaining of monthly charges and direct debits they did give me the refund. 

  • I really hope this helps someone . 
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Lee_R
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Message 13 of 17
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Re: Solution to 'not registered on network'/ no signal/ ' Out of service'

Hi EmmaO thanks for getting back to us.

I am sorry your issue is ongoing.  Regrettably we cannot speed up the resolution, however I can feedback the issue of not getting a clear and precise answer.

Regards


Lee_R

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n_s_simpson
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Message 14 of 17
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Re: Solution to 'not registered on network'/ no signal/ ' Out of service'

What about WiFi calling?

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Serena_C
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Message 15 of 17
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Re: Solution to 'not registered on network'/ no signal/ ' Out of service'

Hi n_s_simpson,

 

We recommend using WiFi calling to make calls and texts if you are unable to call or text in the usual way due to a mast being broken 🙂

 

Hope that helps,

Serena

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SuezyQ
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Message 16 of 17
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Re: Solution to 'not registered on network'/ no signal/ ' Out of service'

What about if you have connected to home wifi and still getting not registered on network, I thought it was just me that has been having problems with 'not registered on network', mine has been going on for weeks but put it down to living in a village and signal often rubbish?

 

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Paul_DN
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Message 17 of 17
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Re: Solution to 'not registered on network'/ no signal/ ' Out of service'

Hi SuezyQ,

 

Thank you for reaching out to us in our community and welcome, sorry to hear you too are having issue with not being registered on the network on Mobile Data and also when using WIFI.

 

So we are able to help by running some further checks I will invite you into a private chat, please click on the purple envelope once received.

 

Regards

 

Paul.

 

 

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