Can not call landlines with mobile

[Soph123]

Hi

For the last few days I have been unable to make calls to landlines. I get a message stating that I haven’t got enough credit. I am on a monthly contract with unlimited data and minutes .  All other calls are unaffected. 

Any ideas anyone ?

Thanks

Soph

[John_GS]

Hi @Soph123 

Thanks for posting and welcome to the community.

Sorry to hear of the calling issue with your mobile. Is this a premium number landline you're calling?

Kind regards.

[Soph123]

Hi, no it’s not a premium landline number. I have rung the landline multiple times in the past, just not being to ring it since Wednesday. 
thanks 

[Kath_F]

Hi Soph123, 

Thanks for coming back to us on this one. 

Do you have a spend cap in place on your account? If so, try removing this, restarting the device and then try making the call again. Has this changed anything? 

Is it only this landline number that you're having the issue with or are you having this issue when trying to call any and all landline numbers? 

Let us know. 

Thanks,

[Soph123]

Hi

Yes I do have a spend cap in place, which has been in place since the contract began. I do not wish to remove the spend cap unless Virgin are willing to pay any additional charges, which I do not think they will agree to. 

It is all landlines that I get the zero credit message to

It started around last Wednesday 29th March 

I have restarted my iPhone 

Thanks

[Kath_F]

Hi Soph, 

Thanks for coming back to me again on this one. 

As this is happening on all landlines, removing the spend cap will unlikely work. We will need to look in to this further and in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. Just click on the little envelope at the top right-hand side of the page to access your inbox.

Thanks,