Virgin Mobile Phone signal EN4

[WardChris]

Hello. I have mobile phones on Virgin Mobile and also have a Virgin Broadband contract. When the broadband is not connecting properly I also find that the mobile phone signal is not working. I investigated a little bit and found that a phone mast in my local area was taken down and has not yet been replaced some 8 months or so later. There is no signal indoors or outdoors very often and so I am often left without connectivity. 
Do you think that the phone mast situation would cause this? When I looked into the Virgin Mobile new customers webpage I found that it showed that there is a good signal in my postcode area indoors and outdoors. I think it is a problem with the O2 mast but Virgin has never really accepted this and just says that the signal is good when it isn’t. 
They say to change provider if I am not happy but this doesn’t explain why the signal hasn’t been working and if I go to another provider and they rely on the same mast then I would find the same problem. 
I don’t mind if the situation is that there is no signal available in my area but I do feel like not being honest about the signal quality is not right. 
Anybody got any advice?

[enlli]

Virgin seem to refer people to the coverage map which is not real time.

https://status.o2.co.uk/ should be better.

If a mast has been taken out of action this can be due to a number of reasons. And if the mast has to be replaced with one at a different location then there is site negotiation, planning permission and the enevitable complaints to deal with.

Check with other on the O2 network (could be giffgaff or Tesco as well as O2) and if they have the same problems, then a move is the best option.

But before you commit yourself do some research on the other networks and don't rely on coverage checkers

[japitts]

Virgin themselves have never operated their own mobile network but previously have piggybacked on EE and latterly Vodafone. Now they're part of the same UK 50/50 joint venture, Virgin's mobile service is just a re-badge of O2.

On that basis alone, what does the O2 status page report for your area? https://status.o2.co.uk/ - and/or do you know any friends or relatives who use O2 locally, what is their service like?

It's not uncommon that buildings get redeveloped and rooftop sites have to be decomissioned & relocated. Now & again it boils over with a high-profile site or where a replacement can't be brought live before switch-off, but 8 months is going some.

[WardChris]

Hello. 
I have an issue with my mobile phone coverage in my own post code area - that means that basically my mobile service does not work on my own house or surrounding area. I have raised this issue repeatedly through the Virgin Mobile customer help line as well as on line and also making an online complaint. I have had little help in resolving the issue and received a letter saying the issue had been resolved because they have told me to move providers. They also offers me - separately - a very small amount of money asa good will gesture which I take as an admission that my complaint has merits but that they are not prepared to investigate it. I know this because the offer was made while I was on the line to them waiting to see if they were prepared to investigate the service provision issue and so they have not investigated properly.

The problem is that the mobile mast has that provided my service here has been taken down and not replaced. I have repeatedly asked if my mobile service is working via the app and the customer service line and the tech technical help line. I have always been told that the service was working. Recently during a conversation with a customer service line I was told that the mast was not working and it was the fault of O2 and that Virgin had no control over or information when a new mast might be put up. 
I have been to the new service web pages and seen that if I want to buy a product - new contract and phone I can and the post code service checker there tells me that the service is great outdoors and indoors on my area. Is this mis selling as Virgin Mobile knows that it is not true but is continuing to take new customers based on the information. 
I haven’t been able to get any help in any other ways and so I thought I would try this forum again to see if anyone has some constructive advice about how to proceed? 
Thanks.

[japitts]

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@WardChris wrote:

The problem is that the mobile mast has that provided my service here has been taken down and not replaced....I was told that the mast was not working and it was the fault of O2 and that Virgin had no control over or information when a new mast might be put up.
Thanks.

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Given that Virgin Media themselves don't operate the mobile network, they're just part of a 50/50 UK-JV with O2, there is some truth that problems with the mobile side are best addressed at O2 themselves. Although it's not unheard of, in my professional life I have learned to take CS' comments on "the mast isn't working" with a slight pinch of salt.

What does O2's own website maps report for your location? Does that tally with your experience? https://status.o2.co.uk/ 

[WardChris]

Hi - no it doesn’t really tally with my experience and a time else who has tried to use a Virgin mobile in the area.

The O2 app calls it seamless connectivity - great indoors and outdoors. 
The coverage checkers seem to tricky to trust as they always say the same thing.