Slow 4G since new sim arrived

[kylefaichney]

Two weeks ago, out of the blue I received a letter with a new SIM from Virgin telling me to insert the new sim within 2 weeks, which I did.  Since then my 4G signal is non existent.  I have ran speed checks when I can on 4G and the speed is terrible less than 3mb....

What is causing this, before I had a great 4G signal in most locations (5G in city centres), speeds were fantastic but now its awful.  I had a better signal last week in Belgium than I did at home.....

Any help would be great?

[Tom_W1]

Hi @kylefaichney thanks for your post, although I'm sorry to hear of your concerns raised.

This may be to do with the migration over to the O2 network, which all customers are now part of.

Are there any service coverage issues showing here for you?

Also does this happen when you try the SIM in a different handset?

Many thanks

[kylefaichney]

There does not seem to be any network issues showing. 

Yes if tried my work handset and I get the same speeds, as does my wife who has also been migrated over. 

I was at a large outdoor shopping earlier and I only had 3g with no data.... I tried to run speedcheck and its couldn't find an internet connection this has been a common probelm since my new sim went in. 

My new sim must have been my migration over then. 

[Tom_W1]

Hi @kylefaichney thanks a lot for your reply. 

Okay thanks, it does sound like this is due to heavy traffic at the time you were in the shopping centre.

Is this happening when you are at home also indoors?

Many thanks

[kylefaichney]

Tom, 

Its happening consistently both indoors and outdoors. 

I currently have 4bars of 4G showing on my iPhone, when I try to search online nothing happens, I run a speedcheck it can't connect.  When I make a call it drops to 3G. 

What are my options here, as I can't be without data access?

K. 

[Travis_M]

Hi @kylefaichney

Thanks for your reply

Have you tried using the SIM in another device? Can you please also try resetting your APN Settings? You can find out how to do this here 

Please do keep us updated

Regards

[kylefaichney]

Travis.

yes I've tried another device, I'll try resetting the the APN and see what happens after a few hours.

k.

[Travis_M]

Hi @kylefaichney

Thanks for your response

Please do be sure to keep us updated with how you get on and we'll investigate further if needs be.

Regards

[enlli]

Find a family member or friend who is on O2, Giffgaff or Tesco. If they get the same results it is the network.

[kylefaichney]

Travis,

No joy, when I walked to the end of the street this morning on the school run I have 3 bars of 4G but no data connection....

I have been a customer for over 6 years and never experienced these issues before (even when Orange/T-mobile merged), what can be done here, as i can't have a service that is completely unreliable.

K.