My 3G or 4G isn't working

Please follow these troubleshooting tips to get your 4G working as soon as possible.

  • Check your device's mobile data setting is switched on and it isn’t locked or in airplane mode
  • Check your device is set to automatically connect to a network. If you have a 4G device in a 4G coverage area but are only able to connect to 3G, make sure that 4G is switched on.
  • Restart your device to refresh your network connection

Check the network coverage in your area

If you’re still having an issue, please check the following:

  • If you can, try your SIM in another device to see if the issue is with the device
  • 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 should then receive a text message advising you to save the APN settings to the handset

Other ways to get help

    Service status

  • Run tests on your services
  • Check for network outages
  • Book an engineer

     Check service status



  • Find help articles
  • Step-by-step guides
  • Watch help videos

     Get help


    My Virgin Media

  • Make a payment
  • Track your orders
  • Check service status

    Sign in



  • Helpful, friendly forums
  • Tips, help and advice
  • Staffed by Virgin Media

     Ask the community