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Can’t receive incoming calls or txts

Joining in

Since porting my number I can no longer receive messages or calls. I can make calls though. Please can anyone tell me why this is. I have tried multiple things from online suggestions nothing has worked. It’s an iPhone. 


Forum Team
Forum Team

Hi Steade,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue after porting over your number. 

To confirm, have you been into your Settings> Phone> My Number and updated it to the ported in number?


I have  i managed to speak to someone on the phone this morning and they have told me its a faulty SIm so are sending me a new one, hopefully that sorts the problem

Thank you for that information. I would recommend also checking the settings on the handset. 


All the settings appear correct, the correct number appears under phone number, although i had to change it as it wasn't the correct number when i looked,  the lady of the phone also tried to reset the network remotely and i have also doe this but nothing seems to be working so she said it must be the SIM card

Thank you for confirming that. At this point I would recommend waiting for the replacement SIM card. 


I have received new sim. It’s still not working. I have turned phone off, changed settings spoke to virgin on the phone multiple times and get fobbed off each time. I work in a busy hospital and provide out of hours on call which I need my device for and I currently cannot use it. I need this sorted ASAP. Please help. 

Hi @Steade, thanks for your reply an I do sincerely apologise that this is still not working for you.

Please allow me to send you a PM so I can look into this further for you.

Kindly expect this to arrive shortly and respond directly when you can!

Many thanks


Is anyone able to help please. I need this escalated ASAP 

Hi @Steade thanks for your post and sorry for the delayed response, I had finished for the day shortly after we exchanged messages - the Community Forums aren't always a round-the-clock method of help but we'll always respond ASAP.

I've seen your messages too and I'm just responding to them now, kindly expect a reply privately in a moment.

Many thanks