My mobile data isn't working

First, check for any temporary outages or issues in your area

If there are any local issues you should be aware of, we’ll let you know when you can expect them to be fixed. Find out more by going to our coverage checker page.

Next, follow these steps to reset your device settings

• Switch your device off and then back on again

• Make sure your mobile data is turned on in your Device’s settings

• Turn Airplane mode on and off

• Check in your Device’s settings that your software is up to date

If you’re not sure how to do this, we’ll walk you through it. Go to our device help page for more.

Let’s look at your network settings

First, reset your Access Point Name (APN) settings

Your APN holds all the information needed to connect to our network. It’s important that these details are correct to use your mobile data.

How do I reset my APN settings on my Apple device?

• From the home screen, tap Settings

• Select Mobile data

• Select Mobile data network

• Select Rest settings

• Select Reset

To have your APN setting sent to your device, text All to 789922

How do I reset my APN settings on my Samsung device?

• From the front screen, swipe down to access Settings

• Select the Settings icon

• Select Connections

• Select Mobile networks

• Select Access Point Names

• Select the menu icon

• Select Reset to default

• Select Reset

To have your APN setting sent to your device, text All to 789922

Or you can manually select Virgin in your device’s network settings

Your device might automatically connect to the wrong provider, which will prevent you from using our services. To make sure you’re connected to the correct provider, you can manually select our network from the list of available providers by opening your device’s network settings.

How do I connect to the correct network on my Apple device?

• From the home screen, select Settings

• Select Mobile data

• Select Network selection

• Tap the automatic switch to enable network selection

• Select the name Virgin to connect to our network

How do I connect to the correct network on my Samsung device?

• From the front screen, swipe down to access Settings

• Select Settings

• Select Connections

• Select Mobile Networks (if you’re on Android Lollipop, you’ll need to select More networks first)

• Select Network operators

• Select Virgin to connect to our network

If you have a different handset, or aren’t sure how to do this, a step-by-step guide can be found by going to our device help page.

You should always check Your Account to make sure there isn’t anything stopping you from using mobile data

To check Your Account information, sign in to Your Account, or download the My Virgin Media app.

• If you have a spending cap, check if you have reached your limit and adjust the cap online or through the Virgin Media app.

• Sometimes a billing issue can prevent you from accessing the network – check if you have an unpaid bill or a cancelled Direct Debit.

If you’re still having issues connecting to your mobile data and need help, contact us by calling 789

You can also switch on WiFi calling on your device. This lets you browse the internet while your connected to the WiFi. For more on WiFi calling, go to our how do I use WiFi calling page.