No signal folowing change over from Virgin Media to O2

[PhilA13]

Dear customer support.

I’ve recently been told that virgin media has been taken over, passing across all virgin media mobile contracts to the O2 mobile service provider.   At the present time I do not have any signal indicating that I have an O2 connection. The phone itself works in a Wi-Fi connected status only.

I am unable to make telephone calls or receive telephone calls because I do not have any mobile signal once I leave a Wi-Fi area.

I’ve received an email telling me that a Sim card has been posted to me that is compatible with 5G networks.   Your   Order number:
vm-500220794

This is all very well and good, but my iPhone 6s is not compatible with the 5G system, it works with 4G network systems.   It’s been 5 days since I was told a SIM was  sent.

Please can you provide a solution, that will enable me to use my mobile.  I am a self-employed contractor,  I need my mobile telephone  to call customers and receive phone calls on a day-to-day basis.   It is therefore totally unacceptable in my mind not to have the ability to use my phone.  I had no  problems whilst Virgin media provided a signal for use of my mobile phone.

Look forward to your fast reply and solution to this situation.

Yours Sincerely

Philip A

[gmarkj · Accepted solution]

Hi @PhilA13 

This is not customer support. This is a customer to customer community. If you need to talk to o2 customer services, then you can either call 202 or 0344 809 0202, or message on social media:

Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG)

For what we can answer - you should have been sent an o2 sim in case your Virgin one stopped working. 

It wouldn't matter if it was 5G compatible, as all sims work with existing network bands (so a 4G sim would work with 3G/2G, and a 5G works with 4/3/2G).

o2 use Royal Mail to deliver, which can take a while. If you want to chase up the sim location, then use the contact methods above.