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I'm having Virgin Mobile issues

Whether you’re having trouble making calls, sending texts or with your mobile data, we can help. Check out our handy troubleshooting tips to fix your network connection problems.

 



I can't make calls

Having trouble making calls on Virgin Mobile? There are a few things you can do to improve your signal and call quality.

 

You can check the mobile signal strength in your area using our coverage checker. Unfortunately, call quality may not be quite as good in areas with a lower signal strength.

We are working hard to improve our network all over the country. In the meantime, why not try making your call over broadband instead. There are a number of apps out there that offer voice calls over internet, such as WhatsApp.

Check the coverage in your area.

If you can’t make calls, check the Virgin Mobile service in your area using our online service status checker. If mobile is shown as down in your area, we can assure you we’re working as quickly as we can to get it back up and running.

Check the service status in your area.
 

If you have no signal, you can try adjusting the network settings on your phone manually.

To do this on iPhone:

  1. Go to Settings
  2. Select Carrier
  3. Set the Carrier slider to Green

To do this on Android:

  1. Go to Settings
  2. Select Mobile Networks
  3. Tap Network Operators
  4. Tap Automatic Selection

Also, check to make sure Airplane Mode is turned Off. For help doing this, check out our device guides or visit your phone manufacturer’s support page.

The reason you can’t make calls might be due to interference disrupting your phone signal.

If you’re inside, it’s possible that the building might be blocking your signal. Try making your call next to an open window or go outside.

Electrical signal equipment, such as TV ariels, can also interfere with your mobile signal. Try moving away from anything that might be emitting an electrical signal and try again.

If you’re in a busy place, try making your call from somewhere quiet. Not only will this make it easier to hear the person you’re trying to call, but will also prevent signal interference from other people’s phones from interrupting your call.

If you’re having trouble hearing on a call, try turning up the volume. Or, better yet, make the call using headphones.

If your battery is too low, the phone might not have enough power to find a signal. Try plugging it in or charging it before making your call.

If you’re trying to make your call over Wi-Fi using apps like WhatsApp or Facetime, check your broadband speed.

We have plenty of tips and tricks on how to improve your Wi-Fi connection.



My 3G or 4G isn't working

Need some help with your mobile data? Follow our tips below to get your 3G and 4G back up and running.

Tip 1
Try restarting your device to refresh your network connection. It sounds simple, but you’d be surprised how many problems a reboot can fix. 

Tip 2
Check your phone’s Settings to make sure Mobile data is set to On – and that Airplane Mode is switched Off.

Tip 3
Check your phone’s Settings to make sure you are connected to a network. If you have a 4G device in a 4G coverage area, but are only able to connect to 3G, double check 4G is switched on.

Need help turning on 4G? Check out our device guides or visit your phone manufacturer’s support site.

Tip 4
Run a check on the signal strength in your area with our coverage checker or use our service status checker to make sure there are no temporary outages.
 



Why is 5G not working?

Learn about 5G and how to get this latest mobile technology up and running on your device.

 



What is 5G?

5G is the latest mobile technology offering the fastest mobile data speeds possible. It’s around 10 times faster than 4G, giving you’re the same ultra-fast speeds to experience at home, on the go.

With 5G, you’ll have a more reliable data connection in busy places, and experience near-instant connection when you open apps, load up websites, play games, or connect to your smart home devices.

Find out if you have 5G in your area.
 



How does 5G work?

5G works in the same way as 4G, but only faster! The mobile phone towers you’ve seen dotted about the place pick up signals from your phone and send data from your device to the internet and back again. 5G uses higher radio frequencies than 4G. This lets you do all the things you love online, but even faster.
 



What's the difference between 5G and 4G?

5G and 4G are actually very similar in how they work. The only difference is that 5G is a lot faster – 10 times faster. And it’s only getting faster.

That means faster download speeds and great coverage, even when lots of people are using the network at the same time.
 



How do I get 5G?

To get 5G, you’ll need a 5G-compatible phone and a 5G plan. You’ll also need 5G network coverage in your area.

You can find our whole range of 5G devices in our store. Just look out for the 5G roundel. Check out Virgin Mobile phones.

You can also find out if your device is 5G-ready by checking your phone’s instruction booklet, or by visiting the manufacturer’s site.
 



5G setup

Want to get 5G up and running on your phone? Here’s how.

Tip 1
First, check that your mobile is 5G-ready. If you bought your phone from us, check out our product pages. Any phone displaying a 5G roundel is 5G-ready.

You can also check the device’s instruction booklet, or visit the phone manufacturer’s support site.

Tip 2
Make sure 5G is available in your area using our 5G coverage checker.

Tip 3
Make sure 5G is turned On in your phone’s Settings. If you need help doing this, check out our device guides or visit your phone manufacture’s support site.

Tip 4
Make sure your device has the latest software installed. To learn how, check out our device guides or visit your phone manufacturer’s support site.

Tip 5
Restart your device to refresh your network connection.

Tip 6
Having trouble connecting to our network? Check Mobile data is turned on in your phone’s Settings, and that Airplane Mode is turned Off.

 



Additional 5G FAQs

Do you have questions about 5G? We’ve put together a few useful FAQs to help you get to know the latest mobile technology.

 

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 – when 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 mobile plan with us, as well as a 5G-compatible device and 5G network coverage.

If you have a new 5G device on any Pay Monthly plan or a SIM Only plan with us, you can enjoy 5G as standard.

If you have a 4G device on an existing plan with us, you’ll just need to finish paying it off before you can upgrade to a new 5G-ready phone. Once you’ve upgraded your phone, you can start enjoying 5G right away.

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

 

Any device displaying a 5G roundel in our store is 5G-ready.

You can also find out if your device is supports 5G by checking your device’s instruction booklet or visiting the manufacturer’s support site.

Check out our mobile deals.

Any device displaying a 5G roundel in our store is 5G-ready.

You can also find out if your device is supports 5G by checking your device’s instruction booklet or visiting the manufacturer’s support site.

Check out our mobile deals.

If you’ve upgraded or changed your subscription recently, it might be that your current SIM isn’t compatible with your new service. If this is the case, we’ll have sent you a new SIM. Simply follow the activation instructions provided to get it up and running.

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.



My phone won’t send or receive text messages

Having trouble sending or receiving text or picture messages? Check out our helpful troubleshooting tips.

 

Try checking the mobile signal strength in your area using our coverage checker. Unfortunately, it might be harder to send and receive texts in areas with a lower signal strength.

We’re always working to improve our network all over the country. In the meantime, why not try messaging over broadband instead. There are a number of apps out there that offer internet messaging, such as WhatsApp.

Check the coverage in your area.

 

If you can’t send or receive texts, check to make sure there aren’t any outages in your area using our service status checker. If mobile is shown as down in your area, we’ll work as quickly as we can to get it back up and running.

 

If you have no signal, you can try adjusting the network settings on your phone manually.

To do this on iPhone:

  1. Go to Settings
  2. Select Carrier
  3. Set the Carrier slider to Green

To do this on Android

  1. Go to Settings
  2. Select Mobile Networks
  3. Tap Network Operators
  4. Tap Automatic Selection

Also, check to make sure Airplane Mode is turned Off. For help doing this, check out our device guides or visit your phone manufacturer’s support page.

 

Try restarting your phone. It might seem simple, but you’ll be surprised what a reboot can fix.

 

Try visiting our device guide for more help. Simply select your device manufacturer and model from the dropdown menus, then use the Ask us anything function to look for “text messages”.

 

Make sure your phone is running the most up to date version of its operating system.

 

If you haven’t found what you’re looking for, check out our text and picture messaging guide for more handy troubleshooting tips.