Virgin mobile signal problem

AlexUK_3

About 3 weeks ago mine and my wifes VM phones started cutting off between 2 and 3 mins into a call. As the phones were a few years old we purchased 2 new Samsung phones and on using they were the same! Called VM they issued two new SIMs still have same problem. Tried in couple of old Sony phones and still signal drops to zero mid call and disconnects.

Called VM said 99% of problem is in and around home and town. Been fine for 5+ years what is going on? They said no network issues and new sims / phones, nothing else can do!

Any ideas what this could be, surely something is effecting local mast all of a sudden? Can only hope more complain and something is done....any suggestions? Thanks

Jon_01

Could be a mast problem, it sounds like one.

You could make a call one to the other and watch the bars to see if they suddenly drop to zero and then report the time and date to Virgin and ask them to get the network support team to take a look. . .

AlexUK_3

Dialled 789 on both at same time for credit update etc and both went dead at exact same time. Did this three times.

Reported to Virgin, sai dno network issues and that it!!

Great customer service.

Any ideas? Looks like nothing I can do as they aren't interested.

lozzaman

They do have a network team that liaise with T-Mobile. Reason I know this is I spent ages on the phone with them talking data speeds back when the limit was 384Kbps. Month or so later it became uncapped
Do you know anyone on T-Mobile who could try their phone in your location? This almost certainly looks like a dud cell.

Are you using 3G or 2G?

Jon_01

You need to get up the chain to a team leader. They can't say it's not a network issue when it plainly is.

Call them back, explain the problem and if they say the same thing again ask for a TL. If they say one isn't around and they'll call you back just tell them you'll hold for one (which screws up the agents call stats, they soon find you one then). Ask the TM to pass the matter to the network support team.

AlexUK_3

Thanks I'll go back to them. I just hope others around here complain. Like you say it 100% is a mast issue as it is two phones at same time!

Famnily up today all on T Mobile so will get them to check too, but as my two phones/sims do it it has to be their signal.

2G, they said switch to 3G in phone menu as may resolve, but phones only do 2G.

lozzaman

Sometimes the handset will handover to a different cell in different parts of the house - though only a few handsets allow you to see this happening.
Do you think you could ask your family to report the problem as well - even if by email to cust.rel@....

AlexUK_3

T MOBILE cut off same time as my VM in house yesterday. So surely that enough proof. They will email as suggested.

lozzaman

Not surprised. Hopefully they will pass this onto the relevant team and not just try the pointless turning phone off etc as it is definitely a network problem.
This is one reason why I'm looking forward to the roaming between Orange and T-Mobile before they consolidate the network - will give some backup!

mots88

i def call them back or email. i used to work at V for 3 years up until 6 months ago. U need to speak to TNT (techincal and number porting team). They are based in HQ in trowbridge. normally a customer service advisor would need you to report back to them with 5 dates, times, error and post code your in. and they all have to be 30 mins a part but within a 24 hour period.
Do this and see what happens??