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Sim card

Hello we have lost connection to 4g on one of our phones. Can only get 3g. If we put phones side by side 1 gets 4g no problem the other only gets 3g. We have swapped the sim card between phones but the sim still only gets 3g. How do we get a replacement sim card that will get 4g. Many thanks. 

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Re: Sim card

Hi flicka6661, 

 

Thank you for getting in touch. 

 

I am sorry to hear you are experiencing problems with your data service, 

 

In order for us to look in to this matter further can you please confirm the following?

 

Are both devices experiencing the loss of 4G?

What devices are you using please?

Have you tried a manual network search on both devices?

 

Thank you, 

 

 

 

Nat
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Re: Sim card

Morning Natalie. It is only the 1 sim card that's has lost 4g, both phones receive 4g with the other sim card inserted, We are using Huawei p10 phones. We have done a manuel search for Virgin 4g, but it will only get 3g now. Its not the phone as when my sim is used in it the phone gets 4g immediately. I can only think its a sim problem.

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Re: Sim card

Thank you for your quick reply. 

 

I would like to take a look at things from our side if that's okay?

 

I am going to pop you over a private message to grab a few more details and we can go from there. 

 

The message will be available via the purple envelope on the top right of this page. 

 

Speak soon, 

Nat
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