Virgin Media Community

[Incommunicado]

For years we have suffered a network "notspot" and been unable to use our mobile phones at home (inside or out). On advice, I changed my handset for a new Samsung, running the latest Android software (v.11) which has built-in wi-fi calling.

It is now possible to get indication of wi-fi network connection, but for reasons Virgin have been unable to resolve or explain, the server connection keeps dropping. Attempting to use the phone results in "you are not connected to the network" prompt.

Occasionally, we have managed to call out, but cannot rely on incoming calls reaching the handset - vital in the current 2FA climate. My recent complaint to Virgin was closed, unresolved. What did Virgin do? Send me an email saying they had been unable to reach my phone and I had not responded to voicemails - my landline telephone was not called.

[Zoie_P]

Hi Incommunicado, 

Thank you for your post 🙂 

I am sorry to hear you are having issues with WiFi calling. Just to be certain, is the issue with your handset or wifi? 

Does 3g and 4g work perfectly fine? Are you a broadband customer?

Zoie

[Incommunicado]

Zoie,

Thanks for the reply. The Samsung handset is new (Virgin supplied), my wi-fi broadband(from another provider) is good and strong via fibre.

We have NO network signal in the village - the sole mast ( EE owned , but used by ALL network providers) delivers its signal over the top of the village. Given a network signal the Samsung handset performs as it should on 3G and 4G.

As I understand it from Technical Support, the problem arises when the server drops the network link connection. When this happens, the VoLTE icon in the handset display disappears. The handset is still connected to the router with wifi calling settings still enabled. Attempting to make a call from home, gets the "you are not connected to the network" (i.e. Virgin Mobile).

I particularly object to Virgin ONLY responding by mobile phone/voice mail to a customer who has always had network reception problems, resorting to his email to advise having closed the complaint for lack of contact.

[Paul_DN]

Hi Incommunicado,

We are sorry to hear your complaint in regards to your Network coverage was closed without any action being taken, have you checked to see if there are any known issues here virg.in/coverage, when was the last time your Sim card was swapped?

Regards

Paul.

[Incommunicado]

Hello Paul,

This is the text of the "we've closed your complaint" response

Hello Michael Meakin,

Now that we have closed your complaint submitted on 21/02/2022, we wanted to give you a quick recap of everything and what you can do next.

Your complaint was: 
In summary you have advised there is an issue with WIFI calling on your handset and you would like this resolved.

And here's what we've offered to do:
We do apologise we have been unable to reach you at this time to discuss your complaint we tried to call the numbers provided on the account, as we have not been able to discuss the account we are now writing to you.

After investigation we can see you called and discussed the account with a member of the team on the 19th February and some setting were changed, we have had no further communication in to this matter therefore i am hoping everything is now running smoothly.

If there is still a fault with wifi calling i would advise to call 789 free from your handset and option two for our faults team, who can cover some network settings can be checked.

If there is a further issue we may have to looking in to sending the handset to be examined by our specialist team, the faults team will be able to advise if this is something that needs looking into.

Unfortunately, it wasn't what you were looking for, and we couldn't agree on a way to resolve things for you.

We've closed your complaint now, so you can take it further to the independent Financial Ombudsman Service, if you'd like to.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

You can read more on the Financial Ombudsman Service here.

You can contact them at:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
0800 0234 567

As a heads-up, you should only refer complaints about your Freestyle loan agreement to the Financial Ombudsman Service. Anything else - including your Freestyle airtime agreement - please get back in touch with us and we'll help you sort it.


Take care,

FWIW, I took a previous lack of network signal to the Ombudsman, who found in my favour and resulted in an apology from Virgin, but no improvement.

From memory, the SIM card in the new Samsung was changed in February this year, when I first reported the lack of continuity in wifi calling to Technical Support, before lodging complaint. At the time Tech Support advised that the disconnections were server issues and not triggered by my device, software or access links at home.

[Paul_DN]

Hi Incommunicado,

It looks like they haven't been able to reach you within the 28 Days of the letter/email being sent, other than WIFI calling are you facing any other Network issues or other handset problems?

Regards

Paul.

[Incommunicado]

Paul,

This new handset functions fully (as did the previous Samsung) away from home, the only difference being Android v11 ( instead of v7) incorporating VoLTE - wifi calling - actually in the firmware. I have fibre broadband and a new Zyxel router - what I don't have is continuous, wi-fi calling, network connection from Virgin Mobile. What I find incredible is the perception that the only way to contact a customer with network reception problems is to ring his mobile/send a voicemail at a time when social mobility is severely restricted (my wife and I are both 75, with immuno-deficiency and hence effectively in self isolation). Virgin Mobile appears happy to accept of monthly contract payments (and increases) but not worry about actually providing the contracted service.

[Incommunicado]

Paul,
Have you noticed much delay between your email and my responses? Virgin Mobile doesn't appear to recognise that.

[Steven_L]

Thanks for coming back to us @Incommunicado.

I will pass on your feedback to the team about the way in which we contact our customers with signal issues. Would you like me to raise another complaint about this?

What emails are you referring to, is it the posts from the forum?

Regards,

Steven_L

[Incommunicado]

Morning Steven L

Yes, please resubmit my complaint re. VoLTE calls dropping out - apart from making calls and voicemails to my mobile there appears to have been no action let alone resolution last time.

My last reply was in response to query " are you facing any other Network issues or other handset problems?". It is obvious that contact by email gets prompt response. Calls and voicemails to a disconnected phone do not. "Helpful advice" such as 'call 789, option 2', requires a connected device, as do 2 factor security calls which I currently do not receive.

There is a universal perception that possession of a mobile phone attracts a viable network signal. I wish that was so.