Mobile network showing O2 UK

[dapling]

I have the same problem. I specifically signed up to Virgin originally to take advantage of the EE network coverage in rural areas which was promised to be excellent as a result of the ESN contract. Last year I noticed you switched my SIM to Voda network without notifying me, thankfully the coverage has been adequate in the areas I travel in rural Scotland. This week I noticed I've been switched again, this time to O2 network and again without any form of notification. How is this possible!? I was promised when I renewed contract recently, including a 5G upgrade, that this would not happen... The O2 coverage in Glasgow where I live is nowhere near as good as EE or Voda.

[Jodi_S]

Hi dapling,

A warm welcome and thanks for posting on our community forums. We're sorry to hear that you're not getting the best coverage since changing over to our O2 network.

 Are you experiencing zero or low signal? If so, could you please try the following:

•  Are you able to insert the SIM card in another handset. This can help us to assess if this is potentially an equipment/handset issue. 

•  If this isn't possible, please to turn on Airplane Mode on your handset, leave it on for at least 30 seconds, and then turn it back off again. 

•  After the Airplane Mode switching, turn the handset off, leave it off for at least 30 seconds, and then turn it back on again. 

Hopefully, this may improve the issue, however, if your still experiencing issues, please come back to us.

Kind regards Jodi. 

[dapling]

you have to be joking! this is not a handset issue, I'm an experienced user and have a newish S21 that is capable of 5G. my post was a complaint about why Virgin have switched to the O2 network without notifying their customers.

[Jodi_S]

Sorry for any confusion dapling,

As you mentioned in your previous post that your coverage was not as good as EE or Vodafone, we were just asking if you have any issues.

Sorry you were not notified about the migration from Vodafone to O2, as this does not affect your contract with us, we don't inform our customers of any migration taking place. 

Kind regards Jodi. 

[Jordanparky]

I personally find this response shocking Virgin should inform customers when migrating them from one platform to another there will be people like myself that virtually loose signal over night if it wasn’t for this forum I wouldn’t of had a clue I thought my handset was going faulty

if I knew in advance I could of planned around it and if we are given the choice and stay with virgin we don’t have cause to complain 

[japitts]

Unfortunately this is inherent in the nature of the "MVNO" setup where your chosen provider doesn't operate their own mobile network. It was also widely announced when VM-UK & O2-UK formed a joint venture. A move of all Virgin Mobile customers was going to happen at some stage, the only debate was when and how.

Ultimately - if you have specific coverage requirements and a particular network is the only one to fulfil those - then you have 2 options..

1: Be a customer of that network operator directly

2: Choose an MVNO that is currently using that operator, but be prepared to move if their wholesale arrangements change.

EE have indeed invested heavily in rural & remote coverage in recent years, and continue to do so. Under the "Shared Rural Network" & "Scottish 4G Infill" programmes, some of that coverage will eventually be replicated by other networks - but I doubt all will.

[Jordanparky]

I have moved over to Three they have 5G coverage in my area

the merge with 02 isn’t necessarily the issue for me it’s the lack of communication and to respond “the Change doesn’t affect your contract” .some of us myself anyway are affectingly paying for a service that isn’t fit for purpose  this affects things on our side 

are these changes covered in the contract? 

[japitts]

The T&C's are available at https://www.virginmedia.com/legal/services-17-june-2022 

Clauses 2 & 3 seem the most pertinent. All of the UK operators will have something similar.

[dapling]

How can you ‘be prepared to move’ if they tell you they are not switching to another network when you sign onto a new 12 month 5G contract, when they move you to another network without warning within one month of taking that new contract! It’s a complete joke.

[Natalie_L]

Hi dapling, 

We are very sorry for any upset or disappointment caused by the switchover. 

If you wish to raise a complaint regarding your experience, information on how to do so can be found here.

Please let us know if you have any further questions. 

Thank you,