Virgin Media Community

[Phil898]

After migration to Vodafone on 24/01 phone no longer connects at all, despite their being coverage and my partner's Virgin mobile still working.  Tried all the settings changes/reboots etc.

Ordered new sim after diagnostics with tech support, failed to resolve. Cross tested sim and it works in her phone. Her working sim does not work in my phone. No issues before 24/01.  Now being quoted a £264 repair bill to send back to Virgin, which I'm not convinced I'll do much.... this is not a cheap phone ... I hear this is happening a fair bit in different ways... any solutions?

[enlli]

There have been a couple of suggestions that the iMEI of the phone has been blocked. I can't see how that would happen but some dual sim folk say only one slot got blocked ( They have 2 distinct IMEI numbers)

[Travis_M]

Hi @Phil858

Thanks for posting on our community forum!

Are you still unable to connect on your mobile device today?

Regards

[Phil898]

No connection since this origjnal post - sometimes it finds the network briefly and appears to connect ( i have received a couple of random texts eventually) but then says 'not registered on network' when I try to call or text and no mobile data access at all.

As it continues to refresh the sim (and then 'sim not recognised') it also drains the battery so I have to keep it on flight mode most of the time.

[Phil898]

Any idea if there is a way to check?

[Travis_M]

Which carrier is your phone using? Is it Virgin / EE / Vodafone?

Regards

[Phil898]

last time I spoke to tech support they noted it had been migrated to the vodafone network and seems to be a known issue with some phones... worked through a ton of potential solutions but no dice.  Second time I phone guy suggested i needed to sent it back for a repair (but £264...!), but after chatting to a few of my tech guys locally (admittedly not phone based) they can't see it being a hardware issue.  Some suggestion that the iMEI might have been blocked - just tried to check either of them listed on the back of my phone on the Virgin iMEI checked and neither recongised... but that might be my own incompetence TBH

[Phil898]

just to add:

new sim sent by tech support - same issue

sim cross checked - works in partners phone,her (Virgin) sim returns same issue in my phone, so must be a phone issue.

reset network access point to default, tried restarting in flight mode etc etc.

[Travis_M]

Hi @Phil898 

Thanks for the reply

Did you take the handset through ourselves? 

Regards

[Phil898]

yep - think it was 'purchased' on 3 year contract in Oct 2019 from memory