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Can receive calls, but can't make calls

Tuning in


My phone number and billing information were recently moved from a parent's account to my own. I also initiated a new mobile contract during this transition.

Since receiving my first bill, I have been unable to make outgoing calls. Weirdly, I am still able to receive and answer incoming calls. SMS works just fine.

I have tried using my SIM in two different phones, to no avail. I would really appreciate some help in resolving this issue.



Forum Team
Forum Team

Hi @JVarn3y,

Thanks for your post, and a warm welcome to our Community Forums.

Sorry to hear you're currently having issues in regards to making outgoing calls. Are you experiencing this issue with all numbers, or specific numbers? Can you also tell me if you're receiving a specific error message when calling?


Reece - Forum Team

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Hi Reece,

Unfortunately this occurs with all numbers I call—Virgin support numbers included. When I make a call, I immediately receive three beeps followed by the message "Didn't connect".


Thanks for the update, @JVarn3y

So I can run some further checks on my end and assist in getting this resolved, I'm going to send you a private message. Please look out for it in the top-right of the forums in the purple envelope.


Reece - Forum Team

New around here? To find out more about the Community check out our FAQ

Hi @JVarn3y,

Thanks for responding to my PMs and updating me. I'm glad to hear everything is up and running. If you need anything else, or have any other questions, feel free to pop back to us and one of the team will assist the best they can.

Take care now and enjoy the sunshine 😄


Reece - Forum Team

New around here? To find out more about the Community check out our FAQ

Hi JVarn3y

I am currently having the exact same issue just without the didn't connect message and am able to make any calls at all but can recieve them did this get resolved and if so how?



Hi Petecole,

Reece_MH reached out to me in PMs and was able to refresh my SIM once I confirmed my details. Maybe you can get in touch with them?

I hope you can resolve this soon.



Hopefully i'll be able to get hold of someone 👍

Hey Petecole,

Thank you for this post on our forum page.
We're sorry to hear you have issues making calls out from your mobile although you can receive.

We are happy to assist you with this, so I will shortly PM you here.
Please check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

I have exactly the same issue; unable to make outgoing calls or access Voicemail. AlI I get is the three beeps and then the line drops. I am currently outside the UK, in Turkey.

If this issue was resolved for the previous poster by Virgin “refreshing the Sim“ then please can someone contact me to try the same action.