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Problem with service - device not 4G ready?

Hi,

Although I have a 4G phone and 4G SIM from Virgin, I can not get 4G data service. Looking at my account on-line I see this...........

3G Problem (2).jpg 

I think this is the problem. How do I change it?

Mike

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Re: Problem with service - device not 4G ready?

Hi Captcarrot,

 

Thanks for reaching out about getting 4G on your phone.

 

Is the handset pertaining to be a 3G on your account is the one you're using? What handset make and model you're trying to use?

 

For you to get a 4G signal on your phone you must have a 4G coverage in your area, 4G handset, 4G sim card and 4G tariff. If you don't have all of those 4, you won't get 4G on your phone. You can check this link for more info about 4G.

 

If you have all of those 4 requirements, and still can't get 4G you may just need to update your network type on your phone to LTE/WCDMA/GSM auto to enable 4G. Let me know how it goes.

 

Thanks,

Joseph_C

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Re: Problem with service - device not 4G ready?

Hi,

Thanks for your reply. The hand set being used is an Honor 10 Lite (fully 4G enabled in the settings), we are in an area with excellent 4G coverage (the middle of St Albans) and have a 4G SIM & plan. 

  • I have tried the SIM in a different 4G phone (which gets 4G service) and don't get 4G service.
  • I have tried a different 4G SIM in the handset and get 4G service.
  • I have been on the with the 789 team, who run through their script and send me another SIM.

Any help you can give would be great.

Mike

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Re: Problem with service - device not 4G ready?

Hi Captcarrot,

 

Thanks for getting back to me.

 

Can you try updating your mobile internet settings? Try to text ALL to 789922. Wait for the configuration message that you will receive then open it from the notification panel and follow the prompt. Use1234 as a PIN if prompted then install all the settings it will provide. Let me know if this helps.

 

 

Thanks,

Joseph_C

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Re: Problem with service - device not 4G ready?

Hi,

Done that no success.

Mike 

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Re: Problem with service - device not 4G ready?

Hi Captcarrot,

 

Thanks for letting me know.

 

Try this. Remove or reset the current APN settings on your device.

Follow the steps below to do this:

1. From the home screen, select Settings.
2. Select Wireless & networks.
3. Select Mobile network.
4. Select Access Point Name.
5. Select Menu.
6. Select Reset to default.

 

Add the APN settings again.

 

*Please note: if an error pops up saying "APN settings are not available for this user", ignore this message and continue with the set up.

 

1.From the home screen tap Settings.

2.Tap Wireless & networks.

3.Tap Mobile network.

4.Tap Access Point Names.

5.Tap the menu icon.

6.Tap New APN.

7.Enter your configuration details, then tap the tick icon.

Note: The input fields may allow you to enter more characters than listed in the configuration details.

Configuration details

Internet APN Settings:

Name: Internet
APN: goto.virginmobile.uk
Username: None
Password: None
MCC: 234
MNC: 38
APN type: Default

MMS APN Settings:

Name: MMS
APN: goto.virginmobile.uk
Username: None
Password: None
Proxy/MMS Proxy: 193.030.166.002
MMSC/MMSC URL: http://mms.virginmobile.co.uk:8002
Port/MMS Port: 8080
MCC: 234
MNC: 38
Authentication Type CHAP
MMS APN Type: mms

 

Let me know if this helps.

 

Thanks,

Joseph_C

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Re: Problem with service - device not 4G ready?

Tried that without any success.

Why is the message about the 3G handset being generated?

Mike

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Re: Problem with service - device not 4G ready?

The phone listed in your account should not alter if your getting 4g or not.

Changing APN will not help, it just directs to the correct server for a connection, it can not alter/change the connection your getting at all.

Sounds like only one thing left, that is a account/tech problem on Virgin's side, which will need a ticket raised for them to investigate/repair.  It has been fixed for others this way.

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BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only. Customer since 1993.
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Re: Problem with service - device not 4G ready?

How do i get a ticket raised?

Calling 789 is no help as they only want me to check settings and send me a new SIM. Got a new SIM today and thet didn't help.

Mike

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Re: Problem with service - device not 4G ready?


@CaptCarrot wrote:

How do i get a ticket raised?

Calling 789 is no help as they only want me to check settings and send me a new SIM. Got a new SIM today and thet didn't help.

Mike


That is not always easy 😞

It's either talking someone on 789 to do it, or fingers crossed - one of the Forum Team here will come back and offer to do it for you. Sounds like everything your side has been tried (including new SIM) and another network SIM works in 4g for you fine.

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BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only. Customer since 1993.
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