Virgin Media Community

[Marc87]

My iPhone won't call one specific number, the number in question can call me and will work. I can text the number and that works but it won't call saying call failed. Can anyone help please

[Kath_F]

Hi Marc87, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear that you are having an issue with calling a specific number. As the call is failing and it's only happening with this number, it be worth the person who's number this is checking this. Do they have any other numbers that have trouble calling them? 

Have they perhaps accidentally blocked the number? Is the number another mobile number, landline number or a premium rate number?

Let us know. 

Thanks, 

[Marc87]

The number in question has no problems receiving calls or making calls. 

I have checked and the number isn't blocked on my phone.  

I don't understand how the number can call me OK and when I try to call them it is failing.

[Kath_F]

Hi Marc87, 

Thanks for coming back to us on this one. 

My mistake, I think you may have confused what I was saying. I meant that perhaps the number you are calling, maybe they have accidentally blocked you. 

As it's only their number that you are having the issue with, it's unlikely to be anything you are doing wrong. It's worth the person you're trying to call running through checks with their provider. 

Thanks, 

[Marc87]

Thanks for your reply. I have checked and the number is not blocked on either device.

[Kath_F]

Hi Marc87, 

Thanks for confirming that for us. 

In this case, I would recommend getting the person to contact their provider in that case. 

Thanks, 

[Marc87]

Would it not be a fault with my iPhone which is virgin.

The number in question was previously with virgin but has switched to another network. It will accept calls from other virgin mobile numbers it's just my virgin phone that seems to be an issue with?

[Kath_F]

Hi Marc87, 

As you're not having any trouble making or receiving calls from any other numbers, this wouldn't be an issue with your device. 

From what you've said, the call is failing to connect at their end so therefore as mentioned above, they would need to take this up with their provider. If the number port was only recently done then this could cause some issues too. These can be diagnosed with that persons new provider 🙂

Thanks, 

[IJLat43]

I have the same problem after moving a number from virgin to O2. I only moved the number as virgin no longer offer the oomph add on, it is now the Vol with O2, but virgin seem to wash their hands of any problems.

I still have my own virgin mobile but can no longer ring my wife's number which is the one we switched. Can it be a coincidence that mine is the only number that can't call number that was ported to O2. Done all the checks about blocking spent hours on chat with O2 and calls to Virgin with both companies blaming the other

[Nathan_B]

Hi there @IJLat43, thanks for your post.

I'm sorry to see that your wife is having issues after her number has been ported out. So we can offer the right help would you mind confirming the following:

• What handset is being used?
• Has the handset been swapped with another?
• Does the issue appear when the sim is in another phone?
• When was this number ported out?

Regards

Nathan