Not receiving calls from non virgin numbers after port

[CSJZ]

I ported my number over from EE on 30th Jan. Since then I have not been receiving calls or texts from non virgin numbers. I can call and text fine to any number.

i have tried all the usual troubleshooting eg switch on/off, reset network settings, reboot, manually selecting number. Nothing has worked.

called Virgin on Friday, they went through a few checks and saidnit could be the sim. Sent me a new sim. Received today, got a message saying it was activated but still same problem. Went through the above troubleshooting again but no joy.

Phone is a Samsung S21. Have tried the sim in other phones bit still doesnt receive calls so its not the handset. 

Please help.

[Megan_L]

Hi CSJZ, 

Thanks for using the forums to get this issue with your mobile services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.

Can I firstly ask if your number has now been successfully switched over please? You can check if your number is your original or the temporary one we gave you via your mobile Online Account.

Can you pop onto this selfcare link to see if anything here can help with your issue 👉 Virgin Mobile Issues 

When people try to call or text your number, what happens on their side? 

Thanks,

Megan_L

[CSJZ]

Hi Megan

Thanks for your reply. So when someone calls they just hear one beep and then the line goes dead. If a virgin network calls or texts then i receive everything fine.

The correct number is showing on my account and also in the phone settings. Have also tried everything in the link and also a few other steps having read the forum posts but still no joy.

[Megan_L]

Thanks CSJZ,

I am glad your number port has gone through okay in that case! 

As for the fault with receiving calls & texts from non-VM numbers I think I'll need to take a closer look into this for you. 

I'll send you a PM now so we can go through some things, if I still cannot get it resolved I can also send it to a specialised mobile faults team - So there are lots of ways we can help get this fixed! 

Speak to you soon.

Megan_L

[CSJZ]

Can someone please look into this ASAP with a fix?

Megan has been very helpful and organise the faulty mobile team to call me back. That was 1 week ago and they were supposed to het back to me within 48hours. I am still waiting and still paying for a service in full that is faulty.

[Matthew_ML · Accepted solution]

Hey CSJZ, thank you reaching out and I am so sorry to hear this about this.

I can see you are in PM with my colleague about this, please feel free to reach out via DM and she will look into this for you. Thanks 

[CSJZ]

Hi Matthew

I have reached out to Megan via DM but am yet to receive a response. I appreciate it was only yesterday however I really need someone to sort this for me as I’m missing a lot of very important calls.

I really dont know why Virgin send a message to say everything is ready and I’m set to go when clearly its not working. That message was received on 30th Jan so we are now a month later and I still dont have full use of my phone.

I need this escalated please urgently.

[Matthew_ML]

Thank you for letting me know I will reach out to her to let you know you have sent a PM. Thanks 

[CSJZ]

Still nothing… really should have read this forum before transferring to Virgin to see the problems people were having. Would never have joined Virgin.

Also not sure why this is flagged resolved when it clearly isnt

[Matthew_ML]

No problem I am sorry to hear this. 

I have flagged it to my colleague she is aware of this and is looking into this. Thanks