Virgin Media Community

[helencostas]

My Moto G7 PLay is not recognising my VirginMobile sim card and the phone is unlocked.  It comes up with mobile network not available for voice calls and I am unable to get it to recognise the sim.  any help would be appreciated

[Emma_C]

Hi Helencostas, 

Thanks for your post and welcome to our community. 

Very sorry that you're having an issue with the new SIM card, this isn't good. 

It sounds like the SIM might not be activated, this is something that we can have a look into. 

To do this I'll just need to pop you a personal message and grab some details. 

I look forward to hearing back from you soon.

[helencostas]

Hello, thank you for your message.
I have discovered that my device was blocked by 02 when disconnecting from their services and there the device has been blacklisted and rendered useless as it will no longer work on any other network. Therefore it is not the Virgin Mobile sim card. It is really frustrating but there is nothing that I can do with this error as 02 are not taking ownership at the moment.
Thanks Helen

[Alex_RM]

Morning Helen,

Thanks for letting us know.

Sadly if the phone has been blacklisted by O2 this isn't something we're able to help with.

This should be something they are able to help you with, hope you get it sorted.

Alex_Rm

[helencostas]

Hello,

Yes I am aware of that but thank you anyway, much appreciated.

Regards,

Helen