Can't reach 789

[Believe82]

When I try to make a call they tell me that my calls from my phone are not being connected and I should reach 789. I tried calling 789 and got the same message.

[Adri_G]

Hey Believe82, 
 

Thanks for your post and welcome back to our forum page.

Sorry to hear about the issue with calling our 789 line from your Virgin mobile, before anything could you please take the SIM out of your phone and pop it back in to see if the problem persists?

FYI, I just tested this myself and the call goes through successfully. 
This might just be down to a SIM or device issue.
Please, confirm what happens when taking the step as suggested above, we're happy to assist you.

[Believe82]

Hi Adri_G

I have done exatcly as you asked and nothing has changed.

I still get "calls to this number are not being connected please dial 789" when I ring 789.

I had a rough month where I did not pay my bill and have just paid it and tried to ring Virgin to get the phone reconnected but still getting this message.

[Adri_G]

Hi again Believe82,

Thanks for getting back to me with this info.
Would it be possible to try the below for me as well, please?

1. test the SIM on another device and check signal as well as if calls at 789 go through
2. test another SIM inside your current device used and see if any of these issues come up there (I understand it might not be same network but worth to test the device alone)
3. Log on to your account from this page here and check for billing / payment issues and account status. Is it restricted?
4. Try making a call to a UK mobile number and then a landline (it's free when roaming is on) and let us know if it goes through.

Please, let us know when you've tested the above so we can guide you further based on the outcome.
Cheers

[Believe82]

Hi Adri_G,

I can't do 1 and 2 as I do not have other devices or sims around the house.
3. I have just paid this months bill and all is well.
4. As I mentioned before, any calls I try to make I get the message stated above.

Sim was working fine until I stop paying for a month (they cut me off understandably) then after I paid everything it has not been working any more.

[Adri_G]

Thanks for checking, Believe82

No worries if any of the steps above were not possible to follow. That's ok.

We would need to have a better look into this individually, so I will send you a PM now.
Please check the top-right corner of our forum and you should see a purple envelope. Click this and you'll see my message.