Hi Mark Thanks for getting back to me. And yes I've tried resetting network settings / reinstalling the app and everything that has been suggested on this forum. I do have virgin media at home for my phone, bb & tv. I've reset my home router after being advised to do do but still get the same error (SIM card not supported, check account settings). I've also tried the sim in a different iPhone but get same. I have noticed somebody else on here that has experienced exactly the same problem which was resolved remotely from your end. Not sure what this entailed but it looks to be the only solution. Any ideas? Many thanks, Simon
I'm sorry that the Virgin Media WiFi app still isn't working for you. I'd like to get this escalated to our technicians so that we can investigate what's causing the problem, but there are a few diagnostics we need to try with you first to see if we can get this working.
Thanks for letting us know that you've already tested your SIM card in a different device and having the same issue, reset your SuperHub as well as your handset network settings and uninstalled/reinstalled the WiFi app.
Please let me know if your mobile data work when the WiFi on your handset is switched off? Are you able to load websites on your phone?
Thank you for getting back to me. I'll need to send you a replacement SIM card in order to complete the final diagnostic check.
If the replacement SIM card doesn't work, then we can raise a fault ticket and escalate this to our technicians. I'll send you a private message requesting further details. Just check the envelope icon at the top right of this page.