My brothers phone is telling him that he can not make phone calls due to no credit but is on family plan

[Ke008529]

My brother has tried to ring numerous people but his phone is saying he needs to top up his credit. He is on our family plan so unsure why it’s saying this

[Goose3080]

Ring up customer services and ask them to reset his minutes counter, it will work then, even if you're on unlimited, they still have a cap of about 3000 mins, it normally resets at each renewal each month but sometimes gets missed, they just need  to reset it. 

[Ilyas_Y]

Hey there @Ke008529, thanks for reaching out to us and a warm welcome to the Virgin Media forums!

I'm sorry to hear about the issues with the credit affecting the SIM on the family plan.
I will look in to this for you and assist you.
I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.