Cant connect to network

[Alexneal]

I can't connect to my mobile network, everytime I try it says not available. I have biught a new sim cars and a new phone now and it is still having the same problem. Can anyone help 

[Natalie_L]

Hi Alexneal, 

Welcome to the Community and thank you for posting. 

I am sorry to hear you are experiencing issues with your mobile service, we will do all we can to help. 

Can you please confirm if the new SIM is a replacement from ourselves and if this has been activated since it arrived? 

If you are unsure, please do let us know. 

Thanks, 

[Alexneal]

Hi, yes it is a new sim as I thought this would help from virgin.

[Matthew_ML]

Hey Alexneal, thank you for reaching back out and letting me know.

Please can you let me know does it say no service or Virgin at the top right hand corner?

Can you also let me know is there is any 3 / 4 / 5G? Thanks 

[Alexneal]

I can't find either of them things just no 2/3 or 4g, just have the vertical lines in the corner that's shows whether you have 4g 

[Steven_L · Accepted solution]

Thanks for coming back to us Alexneal, are you able to try a manual network search? To try and refresh your connection to the network. 

Kind Regards,

Steven_L

[Alexneal]

Yes, I've done it multiple times, but it just comes up unable to connect to any of the available networks, including virgin 

[Alexneal]

So it comes up no service then when I try to connect to virgin network it says unable to connect. Try later 

[Steven_L]

Thanks for coming back to us and for letting me know that you've done that. 

Are you able to make and receive calls, also send and receive text messages?

Kind Regards,

Steven_L

[Alexneal]

No, I'm not able to make calls or receive them, and the same with text messages