Can’t dial out

[Daviddps]

Hi

I have a Samsung a42 5g on virgin mobile. Recently I have not been able to make outgoing calls, it just cuts to an engaged tone and then the call fails. Incoming calls work fine as do text messages etc. I contacted virgin who sent me a new SIM but the problem persists. I’ve tried the new SIM card in three different phones and get the same problem. Network coverage appears fine and the problem occurs regardless of where I am in the country.

I’ve spent 4 hours on the virgin chat help and they couldn’t help and said the problem wasn’t at their end. Given the problem occurs on three different phones I think it must be.  I’m not sure when the problem started but it may have occurred at the time when in December the provider was moved to Vodaphone. 

I’ve checked just about every setting in the phone with no success. I would be very grateful for help/suggestions. 

regards

David

[Zach_R]

Hi @Daviddps,

Thank you for confirming. To clarify, is this an intermittent issue, or is it impacting every single call you try to make?

Thanks,
 

[Daviddps]

Zach

every single call and voicemail 

david

[Zach_R]

Hi @Daviddps,

At this stage, I would recommend reaching out to our technical support team on 0345 6000 789 (or 789 from a Virgin Mobile handset) who will be able to advise further. You can also refer to our complaints process if needs be.

Thanks,
 

[Daviddps]

Zach

thanks for your suggestion and help. 

best wishes 

David

[Zach_R]

Hi @Daviddps,

Let us know how you get on either way.

Thanks,
 

[Marsh999]

Hi David,

Did you ever figure this out.

I have exactly the same issue. Started about 2 months ago and Virgin have not yet been able to fix it. I can anything with my phone except make outgoing calls. 

Have had new Sims and all still fail. I put the SIM in another phone and get the same issue. Tried my wife's SIM (also Virgin) in my phone and it works fine.

Baffling.

Regards,

Paul

[Daviddps]

Paul

No this was never solved. I was surprised when Virgin said they couldn't identify the problem and suggested transferring to another network. They waived any contract cancellation fee. I moved to Three and have had no problems. My problem started in December and I did wonder whether it was something to do with Virgin switching their carrier service from EE to Vodafone. Pure speculation on my part though.

I tried  switching phones, new SIMs, etc.  as you have done. It was odd and frustrating.

Regards

David

[Steven_L]

Hey @Marsh999,

Welcome to the community and thanks for taking the time to post your issue on the forums.
I'm sorry to hear of your issues with your handset and not being able to call out, what have the team, advised about this after the new sim cards haven't worked?

Regards,

Steven_L

[Marsh999]

Hi David,

Thanks for the quick response. I fear this may be my next course of action. Very frustrating as I have been a Virgin customer for over 20 years and have no real desire to change.

If I get a better response than you then I shall update the post.

Regards,

Paul

[Marsh999]

Hi Steven,

Still awaiting a call. I literally received my third SIM today (no cure). They should be calling me within a day or so. I shall let you know how I get on.

Regards,

Paul