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Jooli23
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URGENT Mobile Contact Help

I have had no service for >90% of time on my Virgin mobile for several  days now, troubleshooting online indicated I should request a new SIM in the first instance, I've tried to call from a landline but after waiting on hold for an hour and 45 minutes I was disconnected this happened twice and trying to do it via text when I cant send or receive texts most of the time is impossible, yesterday I had signal long enough to answers all the security questions etc via text but when I said I need I new SIM I got no reply and have not had a text back since, is there no other war of getting in touch its so frustrating! 

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enlli
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Message 2 of 22
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Re: URGENT Mobile Contact Help

Before going down the SIM route just double check there is not a network problem. Virgin use EE for signal so the best place to find out is here

https://myaccount.ee.co.uk/networkchecker/checkservice

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Jooli23
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Message 3 of 22
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Re: URGENT Mobile Contact Help

Hi thanks, I already tried that and there's no apparent issues in my area 

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Emily_G
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Message 4 of 22
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Re: URGENT Mobile Contact Help

Thanks for the post Jooli23.

 

Does this show an error message at all when you experience no service?

 

Thanks, Emily.

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Jooli23
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Message 5 of 22
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Re: URGENT Mobile Contact Help

Hi no I just get a "no service" notification , I have now ordered and received a new SIM but the problem persists

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Emily_G
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Message 6 of 22
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Re: URGENT Mobile Contact Help

Thanks for confirming this, are you able to choose the network manually through the handsets settings? 

 

Thanks, Emily.

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Jooli23
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Message 7 of 22
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Re: URGENT Mobile Contact Help

No when I try to scan for available networks the "wheel" goes round for a several minutes but nothing happens, just to add my partner is on Virgin he has no problems with signal  

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Emily_G
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Message 8 of 22
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Re: URGENT Mobile Contact Help

Thanks for checking this, was the replacement SIM card to try fix this issue as well? 

 

Did you get the handset from ourselves? 

 

Thanks, Emily

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Jooli23
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Message 9 of 22
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Re: URGENT Mobile Contact Help

Hi yes the online troubleshooting advised to request a new SIM is first instance, it arrived today but has made no difference, the handset is a Samsung Galaxy J3 from Virgin its around three years old now I believe, I just pay for SIM now as handset is paid for 

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Emily_G
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Message 10 of 22
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Re: URGENT Mobile Contact Help

Thanks for confirming that for us, are you able to try the unlock code that would have come with the SIM card as if the SIM was part of our migration to our own services some older model handsets need unlocking prior to the new SIM card working.

 

Thanks, Emily.

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