Virgin Media Community

[some_random_dud]

I recently got a new SIM, but any calls that I make with it immediately end with 'Call Ended'. I was wondering if someone could help me fix this?

Thanks!

[Molly_T]

Hi some_random_dud, thank you for posting. 

Sorry to hear of the issue with your new SIM whilst trying to make calls!

If you can please confirm a few extra details for us so we can look into this further:

1) Have you ever made a successful outbound call since receiving the new SIM?

2) Are you able to receive calls to the correct number via the handset?

3) is your new SIM showing as active and connected to a network?

4) Which make and model handset are you using?

5) Are you able to send/receive texts to the correct number via the handset?

All the best. 

[some_random_dud]

Hi Molly,

Thanks for your quick response! In answer to your questions:

1. no I haven't been able to make an outbound call

2. I'm not sure if I can receive calls

3. yep I'm connected to the network. I'm able to use data and send texts

4. it's a Google pixel 4-5G

5. yes I can send and receive texts, it's just calls that are the problem

thanks for you help!

[Molly_T]

Thank you for coming back to us. 

We need to establish if calls are not working in both directions - are you able to try calling yourself from a landline or alternative mobile? Let us know if you are able to receive calls so we can move on to the next steps of troubleshooting with you!

All the best. 

[some_random_dud]

Dear Molly,

I am not able to receive calls. Something that may help you diagnose the problem is that I get 3 beeps and then the call ends?

Thanks!

[Ayisha_B]

Thanks for coming back to us.

Can you try adjusting the network settings on your phone manually?

To do this on Android:

• Go to Settings
• Select Mobile Networks
• Tap Network Operators
• Tap Automatic Selection

Let us know how you get on.

[some_random_dud]

Hi there,

I was originally connected to Virgin 4G. I tried connecting to Virgin Mobile, Virgin 3G and Virgin G --- none of these seem to allow me to make calls

Thanks!

[Ayisha_B]

Thanks for trying that. Do you have an alternative handset just to check if you have the same problem?

If not, or the same issue occurs, we can look to order a replacement sim for you.