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TheTallOne
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Sudden loss of phone service

Hi there.

Since returning to the UK from a Christmas trip yesterday I have no phone service at all. No signal. "Emergency calls only." Wifi works fine but my phone suddenly cannot get any mobile signal at all, in any location. I've checked the networking settings and everything is as it should be, the Sim is detected and recognized as a VirginMedia sim, but still nothing.

Should I just order another SIM? What's the troubleshooting process here?

Thanks.

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John_GS
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Message 2 of 10
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Re: Sudden loss of phone service

Hi TheTallOne

Thanks for posting and welcome to the community. 

Hope you had a lovely trip 🙂 sorry about the signal issue though. Can you try a manual network search on the handset?

Kind regards,

 

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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enlli
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Message 3 of 10
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Re: Sudden loss of phone service

If you do a manual network search. Select another network like O2. Wait for it to fail and then select Virgin.

Will give you a hard network reset.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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TheTallOne
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Message 4 of 10
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Re: Sudden loss of phone service

Hi John

Thank you for responding quickly. I've tried a manual network search and I can see a whole range of networks, but not Virgin Media. Please find a screenshot attached.

 

Best regards

Screenshot_20211229-191745.jpg

 

 

 

 

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TheTallOne
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Message 5 of 10
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Re: Sudden loss of phone service

I've now confirmed it's the SIM card that's the issue. Her phone can't find a network with my SIM in it, but mine can with hers (both phones are unlocked).

I guess I need a new SIM. I can't see how to do that online. Is that possible? Or do I have to call?

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Paul_DN
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Message 6 of 10
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Re: Sudden loss of phone service

Hi TheTallOne ,

Thank you for reaching back out, can you confirm what you have tried, did your SIM work in her phone or was it her SIM working in your phone?

Regards

Paul.

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TheTallOne
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Message 7 of 10
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Re: Sudden loss of phone service

Hi Paul

Thanks for getting back. I've tried swapping my SIM with my wife's (both phones unlocked). Hers is a giffgaff SIM. Her SIM worked in both phones, my Virgin Media SIM worked in neither, so something has definitely gone wrong with it.

 

 

 

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Paul_DN
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Message 8 of 10
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Re: Sudden loss of phone service

Thank you for confirming this, I have been able to locate your account with the details we have for you TheTallOne, so I can help you further and arrange a new SIM card if required, I will send you an invitation into a private chat, once received click on the purple envelope to accept?

Regards

Paul.

 

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TheTallOne
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Message 9 of 10
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Re: Sudden loss of phone service

Many thanks Paul_DN for your assistance. I've received the replacement SIM and it's working properly. 

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Alex_RM
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Message 10 of 10
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Re: Sudden loss of phone service

Glad to hear TheTallOne,

 

Thanks for letting us know 🙂

 

Alex_Rm

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