I haven't been receiving text or calls for weeks now. I didn't notice it because most of the time I was using mobile data. I phoned your helpline weeks ago and we tried resetting networks, etc and it didn't work. I was sent new sim to try rectify this problem and it still doesn't work. We tried putting the new sim to another phone and it won't receive calls. It is so hard to reach helpline, can you please follow this up for me?
I was using this number from my old network EE and moved to Virgin. This is so frustrating because I can't receive OTP.
Thank you for your reply. Yes, I came over from EE with PAC and I checked the spending cap and it is not set to 0.0. I called Virgin again last week and they sent another SIM but it is still not receiving text messages or calls even with the new SIM. What could possible be wrong?
Thanks for popping back over to us; sorry about the delay in getting back in touch.
if the new SIM hasn't worked, then we'll need to contact an internal team to see if there is an issue with the routing from EE. I've managed to locate your account from your forum information so I'll pop you a Private Message so we can go through security with you and we'll go from there.
Look out for the Purple Envelope and pop me a reply when you can.
Thanks for your public and Private messages - I am sorry to understand that things are still not working for you. I have checked the IT ticket (P010079350) for updates - whilst it is still open, we can see that we have attempted to contact you for further checks.
The team have requested that you turn off WiFi calling from within the handset and then have a known EE number call and text you.
Please can you do that and pop back with an update when you can - please post publicly so any of the team can see your reply and update the IT ticket if I am unable to do so.
I don't know which number your team is using to call us but probably my wife's number because she got missed call from Virgin today. We switched off wifi-calling and tried calling from EE number and it is the same. After one ring - it went to beep beep sound and when I tried to send text from EE number - it said text message not sent.