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charlydt
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Message 1 of 6
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Poor Network/Data in Belgium

Hello,

Since we do not have to pay for data coverage in the EU it is impossible to have a good coverage in Belgium since months. I am going to Belgium every month it is very annoying and I would even prefer to pay as I used to to have a proper coverage.

The person on the customer service told me " to be frank with you there is nothing we can do" . I said I wanted to cancel my contract and this same person told me I will have to pay up to my contract end while Virgin is clearly in breach here as I am paying to have a decent coverage in UK AND EU which is not the case anymore.

I am really annoyed and want to cancel my contract with the 30 days pre advise an without paying anything more. Otherwise, I am clearly filling a complaint.

 

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nick_london
Fibre optic
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Message 2 of 6
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Re: Poor Network/Data in Belgium

Have you tried to manually change the network you are connected to? Go to your settings and try connecting to a different network.

See if that resolves the problem, if it doesn’t then make a complaint so it can be investigated properly. I doubt cancelling and joining another network would help as your new mobile network operator may well use the same partnership as Virgin Mobile.

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Superuser
Superuser
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Message 3 of 6
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Re: Poor Network/Data in Belgium

The New SIM Cards are Proximus based so should work on home turf in Belgium

Not sure about the older EE based ones 

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charlydt
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Message 4 of 6
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Re: Poor Network/Data in Belgium

I tried to manually pick another provider but it did not work.

My girlfriend has another UK provider and the same Belgian provider. She can stream on Netflix while I cant even send a Whatsapp message.

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paulchambers061
Problem sorter
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Message 5 of 6
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Re: Poor Network/Data in Belgium

I'm sure you'll only be able to connect to Proximus while in Belgium. last time I was there a month ago there was still no 4g for vm on that network. other countries have 4g available now.

other things to try. 

send a text saying ALL to 789922 (resets apn settings if you get a reply to the text).

If you have the new purple sim card (I'm guessing yes) 

use the sim tool app on your phone. 

For Android:
Select Apps from the Home Screen
Select Virgin SIM Toolkit Icon
Select Roaming
Select Select Mode
Select Manual
Select International-you are done, go back to Home Screen

To Switch back when in the UK:
Select Apps from Home screen
Select Virgin SIM Toolkit Icon
Select Roaming
Select Select Mode
Select Automatic and go back to Home Screen

For iOS:
Select Settings from the Home Screen
Select Phone Icon
Select SIM Applications
Select Roaming
Select Select mode
Select Manual
Select International and you are done, go back Home screen to retry

To change back when returning to the UK:
Select Settings from the Home Screen
Select Phone Icon
Select SIM Applications
Select Roaming
Select Select mode
Select Automatic mode - you are done, go back to Home screen
**It is critical that you set the SIM roaming applet back to Automatic mode once in the UK or you will not be able to access service when you return.**

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nick_london
Fibre optic
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Message 6 of 6
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Re: Poor Network/Data in Belgium

Thankyou for taking the time to write down those diagnostics. 

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