Virgin Media Community

[Alex751]

Hi,
I've problems when I'm abroad (Italy), within my Virgin Mobile UK SIM.
Before Christmas I noticed that I could not ear the voice of the caller (from UK) when I was abroad.
They seems to be able to ear me.
I received a new SIM (5G enabled) 2 months ago. 
I'm again in Italy and now the problem seems worse.
I can't ear the voice of the caller and they can't ear me. 
It also happens with caller in Italy (actually in the same room).
To prevent questions: the phone rings and the call (also if we aren't able to speak) is billed.

Phone model: Samsung 5 mini.
Barring: no.
Tried to switch to different operator: yes.
Whatsapp works perfectly fine.
Reset the phone: NOT an option 

[Alex751]

[UPDATE]
I followed a suggetion found online.
I removed the battery while the phone was on.
Waited 15-20 minutes.
Now the problem is like it was before christmas, the caller (Italy) can ear me but I can't ear nothing.
Not sure a caller from UK can ear me but I still probably can't ear them.

[Ashleigh_C]

Hi there @Alex751

Thank you so much for your post and welcome to our community forums, it's great to have you on the team. 

Can I ask if you are able to perform a network reset on the handset?

Thank you. 

[Alex751]

It is a Samsung phone.
Data is working fine (whtasapp, internet, apps, always good).
Mic and speaker are ok too.

How can I do a network reset?

[Alex751]

I read that someone had this problem because the phone was "stuck" on headphones.
I NEVER used headphones but I give it a try.
I also cleaned all with compressed air.
If I call to the Italian number they can ear me and I can ear too!
I made some other experiments and it seems that the headphones is the issue, at least for sure in one try I cannot ear nothing except when I attached the headphones.
Tomorrow I will make more experiments, also using the SIM on another phone.

[Travis_M]

Hi @Alex751

Thank you for your reply

Please do let us know how you get on after trying the SIM in another phone, this will help us figure out exactly where the issue is and we can investigate further.

Regards