Not receiving any calls or texts

[CraigMc22]

Hi, I am having many issues with Virgin right now and need resolution ASAP.

1. After switching from EE to Virgin and porting my phone number, I have not been able to receive any Phone calls or Texts. I have contacted support many times and this has been unhelpful so far.

I can receive calls from other Virgin users, but not from numbers outside of the network. Therefore I can't receive verification texts or important phone calls. This issue has been persistent for over 4 weeks. 

2. I am unable to register my Virgin Mobile account. When setting a password it gives me the error message that the password cannot be used.

[Ayisha_B]

Hi @CraigMc22 👋,

A warm welcome to our Community Forums and thanks for your post. It's great to have you here 😊

I am sorry you're having some issues with the service. Appreciate this isn't ideal!

Checking on things this end, I note you have just spoke to our team and they have raised a ticket with our support team for you. 

The estimated SLA is 15/02/2023. 

The team will investigate this backend and get in touch. 

Alternatively, we can look to get a replacement SIM ordered for you to see if this helps. 

In regards to signing up for your online account, can you please ensure you are following all of the below criteria when choosing a password.

• Between 8-64 characters.
• Must start with a letter.
• Contain at least one number.
• Contains only one of these special characters: !@~&*_

You should also try registering through the app or through another browser as that may help. 

Let us know how you get on so we can offer further support if required. 

Many thanks!