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Wallace_1993
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Message 71 of 117
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Re: Can't receive calls or texts after porting

Hi Gareth,

I've already ran through this step with Stephen two weeks ago.

I have tried the new sim card in another phone (Unlocked but also on Virgin mobile) and its still going straight to a voicemail.

Is there anyway this can be escalated? I've had this contract for two months now and half of this time i haven't been able to receive calls and have been sent 4 different sim cards.

Kind regards,

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Gareth_L
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Message 72 of 117
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Re: Can't receive calls or texts after porting

Thanks for replying Wallace_1993

I will get this raised with our IT Team 

Gareth_L

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Wallace_1993
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Message 73 of 117
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Re: Can't receive calls or texts after porting

Hi Gareth,

Do we have any updates on this yet?

It's getting ridiculous now. I've had the contract for nearly 3 months and havent had access to calls and texts for two of those months.

Do i need to issue a formal complaint for someone to take a serious look into the issue im having?

Kind regards.

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Paulina_Z
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Message 74 of 117
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Re: Can't receive calls or texts after porting

Hi @Wallace_1993,

 

Thank you for getting back to us about this. I'm sorry to hear that this issue is still ongoing.

 

Can you confirm that your phone has been on and active throughout the past few weeks? The previous IT ticket has been resolved, as it seemed that your handset has been off. 

 

If you can confirm that the handset has been on, I will be able to raise another IT ticket to look into this. Apologies that it is taking quite a while to resolve.

 

Thank you

Paulina_Z
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Wallace_1993
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Message 75 of 117
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Re: Can't receive calls or texts after porting

Hi Paulina,

My mobile has been on pretty much 24/7 over the past few weeks.

Is there any reason why no one has contacted me to ask this yet? I've been waiting for a response.

Kind Regards,

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Paulina_Z
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Message 76 of 117
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Re: Can't receive calls or texts after porting

Hi @Wallace_1993,

 

Thank you for getting back to me about this.

 

I'm really sorry to hear that you have not been contacted about this issue. I am unsure as to why this did not take place. Apologies.

 

In order to discuss this further, I will send you a Private Message. Please keep an eye out for a purple envelope at the top right corner of your forum page.

 

I will be in touch soon.

 

Thanks,

Paulina_Z
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AngryFlip
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Message 77 of 117
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Re: Can't receive calls or texts after porting

Need help asap please. Signed up with Virgin mobile recently & ported my number over, all 'OK' initially, then 3-4 weeks later lost network connection/access.

Spoke with customer service who informed it was because I had not used/swapped over to my new (unrequested) 5G sim that had already been sent out to me.

Inserted the 5G Sim and assumed all was working OK as I was able to dial outbound. A few days later however I discovered all was no OK as I was unable to receive calls or texts. 

I have also discovered that the only way I can make outbound calls or texts is by having WiFi calling turned on? But this still doesn't inable me to receive contact on this number!

I eagerly anticipate your help please VM.

Thanks.

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Corey_C
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Message 78 of 117
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Re: Can't receive calls or texts after porting

Thanks for your post and for reaching out to the Community Forums, AngryFlip,

 

Have you tried the SIM in another device to see if the behaviour is the same?

Also our records show that this has already been escalated to the mobile networks team from your call yesterday evening, So it might be best waiting for their call to see what they find.

 

Cheers,

Corey C

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AngryFlip
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Message 79 of 117
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Re: Can't receive calls or texts after porting

Hello Corey,

Thanks for replying. I have tried the Sim in another phone and that does not resolve the issue.

Yes, I did speak with customer service yesterday and they informed me someone from the 'fault team' would be in touch today but I have not received any contact!

I'll be grateful if you can escalate it please as I can not afford to go several weeks without being able to receive any inbound calls/texts.

Kind regards,

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Corey_C
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Message 80 of 117
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Re: Can't receive calls or texts after porting

Apologies for the late reply, AngryFlip, has the mobile networks team been in touch?  

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