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Tips for getting 5G working on your phone 

Follow our tips to get 5G up and running.

 

Tip 1

Check that your mobile is 5G-ready – look for the 5G roundel on our product pages. All of these devices support Virgin Media 5G if they are bought directly from us. If you are using a device that was bought from another network, or SIM free, we cannot guarantee that it will support our 5G service. View mobile phones
 

Tip 2

Check your mobile data setting is switched on – and not locked or in airplane mode.
 

Tip 3

Make sure your device has the latest software installed. If it doesn’t, just follow the steps from your device’s manufacturer.

Tip 4

Make sure you are automatically connected to a network and check you are in a 5G coverage area. If you have a 5G device and are in a 5G area but are only able to connect to 4G, double check 5G is switched on. You can also troubleshoot using our device help pages.
 

Tip 5

Restart your device to refresh your network connection.
 

Tip 6

Run a check on the 5G network in your area with our coverage checker.
 

Tip 7

Check you’re in one of the 100 towns and cities covered by our 5G:
 

Mobile/Desktop only wrapper - from Small breakpoint - to No limit breakpoint
  • Aberdeen
  • Alexandria
  • Ambleside
  • Aughton (Sth Yorks)
  • Basingstoke
  • Bebington
  • Belfast
  • Birkenhead
  • Birmingham
  • Bishopbriggs
  • Blaydon
  • Bolton
  • Bootle
  • Bournemouth
  • Bradford
  • Bristol
  • Bristol Airport
  • Cardiff
  • Cheadle and Gatley
  • Cheltenham
  • Chesterfield
  • Clydebank
  • Crawley (West Sussex)
  • Crosby
  • Dewsbury
  • Dinas Powys
  • Droylsden
  • Dudley (West Midlands)
  • Dundee
  • Eccles
  • Edinburgh
  • Eston and South Bank
  • Felling
  • Gateshead
  • Glasgow
  • Gloucester
  • Gosforth (Tyne & Wear)
  • Guildford
  • Hebburn
  • Helensburgh
  • Horwich
  • Huddersfield
  • Huyton-with-Roby
  • Inner London
  • Isles of Scilly
  • Jarrow
  • Kingston upon Hull
  • Kingswood (Bristol)
  • Lancaster
  • Leeds
  • Lisburn
  • Liverpool
  • Llandudno
  • Long Benton/Killingworth
  • Manchester
  • Mangotsfield
  • Middlesbrough
  • Morley
  • Mosborough/Highlane
  • Newbury
  • Newcastle upon Tyne
  • Newtownabbey
  • North Shields
  • Oldbury/Smethwick
  • Outer London
  • Paisley
  • Penarth
  • Plymouth
  • Portsmouth
  • Prescot
  • Prestwich
  • Pudsey
  • Rawmarsh
  • Reading
  • Rochdale
  • Rotherham
  • Salford
  • Sheffield
  • Shipley
  • Solihull
  • South Shields
  • Southampton
  • Stockport
  • Stockton-on-Tees
  • Stoke-on-Trent
  • Stranraer
  • Stretford
  • Sunderland
  • Sutton Coldfield
  • Swansea
  • Swinton and Pendlebury
  • Tynemouth
  • Urmston
  • Wallasey
  • Wallsend
  • Warrington
  • Washington
  • Whitley Bay
  • Wolverhampton
  • York
Mobile/Desktop only wrapper - from Extra small breakpoint - to Small breakpoint
  • Aberdeen
  • Alexandria
  • Ambleside
  • Aughton (Sth Yorks)
  • Basingstoke
  • Bebington
  • Belfast
  • Birkenhead
  • Birmingham
  • Bishopbriggs
  • Blaydon
  • Bolton
  • Bootle
  • Bournemouth
  • Bradford
  • Bristol
  • Bristol Airport
  • Cardiff
  • Cheadle and Gatley
  • Cheltenham
  • Chesterfield
  • Clydebank
  • Crawley (West Sussex)
  • Crosby
  • Dewsbury
  • Dinas Powys
  • Droylsden
  • Dudley (West Midlands)
  • Dundee
  • Eccles
  • Edinburgh
  • Eston and South Bank
  • Felling
  • Gateshead
  • Glasgow
  • Gloucester
  • Gosforth (Tyne & Wear)
  • Guildford
  • Hebburn
  • Helensburgh
  • Horwich
  • Huddersfield
  • Huyton-with-Roby
  • Inner London
  • Isles of Scilly
  • Jarrow
  • Kingston upon Hull
  • Kingswood (Bristol)
  • Lancaster
  • Leeds
  • Lisburn
  • Liverpool
  • Llandudno
  • Long Benton/Killingworth
  • Manchester
  • Mangotsfield
  • Middlesbrough
  • Morley
  • Mosborough/Highlane
  • Newbury
  • Newcastle upon Tyne
  • Newtownabbey
  • North Shields
  • Oldbury/Smethwick
  • Outer London
  • Paisley
  • Penarth
  • Plymouth
  • Portsmouth
  • Prescot
  • Prestwich
  • Pudsey
  • Rawmarsh
  • Reading
  • Rochdale
  • Rotherham
  • Salford
  • Sheffield
  • Shipley
  • Solihull
  • South Shields
  • Southampton
  • Stockport
  • Stockton-on-Tees
  • Stoke-on-Trent
  • Stranraer
  • Stretford
  • Sunderland
  • Sutton Coldfield
  • Swansea
  • Swinton and Pendlebury
  • Tynemouth
  • Urmston
  • Wallasey
  • Wallsend
  • Warrington
  • Washington
  • Whitley Bay
  • Wolverhampton
  • York

 

    


FAQs

5G is the next generation of mobile network technology, following on from 4G. With a 5G-compatible device and plan, you’ll get to jump on the 5G network, designed to give you a better mobile experience. That means faster internet speeds, a more reliable data connection in busy places, and a near-instant connection when you open apps, load up websites, play games, or connect to your smart home devices.

5G is the next generation of mobile networks, offering faster download speeds and great coverage, even when lots of people are using the network at the same time. 5G will improve the service you already get with 4G, so it’s easier for you to stay connected when it matters.

Already a Virgin Mobile customer? 

If you’ve already got an eligible mobile plan with us, we’ll upgrade you to 5G at no extra cost, as soon as it’s available. All you’ll need is a 5G-ready device you bought from us. 

Not with us yet? 

You can get on 5G with one of our SIM Only or Freestyle plans. Please use our coverage checker to see if 5G is available in your area.

You can get 5G with a 5G-compatible device. You’ll also need a 5G plan with us and 5G network coverage. You can get 5G on these devices if you buy them from us: Samsung S21, Samsung S21 Ultra, Samsung S21 Plus, Samsung Note 20 Ultra, Oppo Find X2, Samsung S20FE 5G, Oppo Find X2 Neo, Oppo Reno4 Pro, Sony Xperia 5 II, Samsung A32 5G, Samsung A42 5G, Samsung A52 5G, Huawei P40 lite, Oppo Find X2 Lite, Samsung S20, Samsung S20 Plus, Samsung S20 Ultra and Huawei P40 Pro.

If you’ve bought them elsewhere, we can’t guarantee they’ll work on our 5G network. If your device isn’t on the list, don’t worry – we’re working on adding more devices to our 5G network all the time.

Whether you’re making a call or connecting to the internet, it all happens over radio frequencies. 5G mainly uses higher frequencies than 4G – these frequencies are faster and can carry even more information.

If you use 4G or 5G to download a 4GB film, you’ll still use the same amount of data. But because 5G gives you a faster connection, you might find it easier to download more films and therefore use more data. Don’t forget you can always set a spending cap to make sure you don’t use more than you want to. And if you need more data, our plans are super easy to switch.

Yes, it’s just as safe as 4G and complies with the same safety regulations.

Like 4G, 5G uses signals carried by radio waves. We’re surrounded by radio waves all the time, as we watch the telly, listen to the radio and use GPS to get around.

A small difference is that 5G uses slightly higher frequency waves than earlier mobile networks like 4G and 3G. This helps get more devices connected to the internet and lets us do things faster online.

Because higher frequency waves travel shorter distances, 5G needs more transmitters that run at lower power levels than 4G. This means there are actually fewer radio emissions from 5G than there are from 4G.

All mobile operators providing 5G services must comply with the UK government’s safety guidelines.

To get 5G, you’ll need a 5G plan with us, as well as a 5G-compatible device and 5G network coverage.

If you get a 5G device on any Pay Monthly plan or a SIM Only plan with us, you’ll enjoy 5G as standard.

If you have a 4G device and plan with us, you’ll just need to finish paying off your phone before you can upgrade.

Our 5G covers 100 towns and cities across the UK, with many more to come. Use our coverage checker  to find out more.

  • Aberdeen
  • Alexandria
  • Ambleside
  • Aughton (Sth Yorks)
  • Basingstoke
  • Bebington
  • Belfast
  • Birkenhead
  • Birmingham
  • Bishopbriggs
  • Blaydon
  • Bolton
  • Bootle
  • Bournemouth
  • Bradford
  • Bristol
  • Bristol Airport
  • Cardiff
  • Cheadle and Gatley
  • Cheltenham
  • Chesterfield
  • Clydebank
  • Crawley (West Sussex)
  • Crosby
  • Dewsbury
  • Dinas Powys
  • Droylsden
  • Dudley (West Midlands)
  • Dundee
  • Eccles
  • Edinburgh
  • Eston and South Bank
  • Felling
  • Gateshead
  • Glasgow
  • Gloucester
  • Gosforth (Tyne & Wear)
  • Guildford
  • Hebburn
  • Helensburgh
  • Horwich
  • Huddersfield
  • Huyton-with-Roby
  • Inner London
  • Isles of Scilly
  • Jarrow
  • Kingston upon Hull
  • Kingswood (Bristol)
  • Lancaster
  • Leeds
  • Lisburn
  • Liverpool
  • Llandudno
  • Long Benton/Killingworth
  • Manchester
  • Mangotsfield
  • Middlesbrough
  • Morley
  • Mosborough/Highlane
  • Newbury
  • Newcastle upon Tyne
  • Newtownabbey
  • North Shields
  • Oldbury/Smethwick
  • Outer London
  • Paisley
  • Penarth
  • Plymouth
  • Portsmouth
  • Prescot
  • Prestwich
  • Pudsey
  • Rawmarsh
  • Reading
  • Rochdale
  • Rotherham
  • Salford
  • Sheffield
  • Shipley
  • Solihull
  • South Shields
  • Southampton
  • Stockport
  • Stockton-on-Tees
  • Stoke-on-Trent
  • Stranraer
  • Stretford
  • Sunderland
  • Sutton Coldfield
  • Swansea
  • Swinton and Pendlebury
  • Tynemouth
  • Urmston
  • Wallasey
  • Wallsend
  • Warrington
  • Washington
  • Whitley Bay
  • Wolverhampton
  • York

If you’ve upgraded or changed your subscription recently, it may be that we have been unable to provide your current SIM with your new service. So we’ve sent you a new SIM. Please follow the activation instructions provided.

But if you’ve received a new SIM and haven’t recently upgraded or changed your subscription, please call us on 789 or check out our advice on swapping your SIM.  

   

Need more help?

  • Try your SIM in another device to see if the issue is with the handset 
  • If you have recently swapped to a new SIM and are looking for the APN Settings (Access Point Name), please send a text message with the word ALL to 789922. You’ll then receive a text message advising you to save these settings to the handset

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