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Not receiving calls or texts

Tuning in

I was wondering if someone could help or advise me? 

Last week (Monday 12th) I noticed, with the help of friends, that I wasn't able to receive calls or texts from people. Though I could call others and also send texts, I just got nothing through on my end. 

I went to a small tech shop near me, and someone there had a virgin mobile phone, and their sim worked in my phone, but mine sim didn't in theirs.

So I contacted virgin on whatsapp and got a new replacement sim sent out. I received it today and installed it and I'm still having the same issues. I went through the advice on whatsapp again and followed suggestions on "help with my mobile device". checked call barring, and call forwarding, reset network settings, still no change and then reset to factory settings... which was suggested on the website (after I backed up stuff first) but that's only made things worse as now I can't access whatsapp or messager (which I was relying on to get help with and keep in touch with family), because I need to log into google to access google play, and can't do that without it sending my mobile a verification code... which I can't receive as I'm not getting calls or texts still.. 

I suffer with chronic pain, which was the main reason I was using whatsapp to try and get help, but I can't do that now. I can't talk on the phone right now either as I can't stop coughing and... I just don't know what to do or what is wrong at this point. 

any help or advice would be greatly appreciated.

Thank you 


Forum Team
Forum Team

Hi there @Kael1030


Thank you so much for your post and welcome back to our community forums.


I am so sorry to hear that you are facing this issue with your mobile phone! 


Can I ask what happens when someone tries to call you, what do they hear? Do they get a bounced message back at all when they text? 


Thank you. 

Hi Ashleigh,

They hear nothing when they try and call. Not even a dialling tone. I even tried from my home phone but its just silence/slight static?

Text wise, a family member sent one, appeared to send fine, but I never received it. She thought it had gone through like normal. And a friend said her phone told her the text was not delivered? 

I hope this makes sense? 

That's great thank you for confirming @Kael1030


Can I just check are you currently in the UK? 


Thank you. 


and yes I am in the UK and not been anywhere new either. 

That's great thanks again @Kael1030


To ensure that your APN settings are up to date are you able text ALL to 789922


It's a free number to text. 


Thank you. 


I did that, and did get a response back, and followed the messages for internet and picture messaging.

still not able to call my mobile or get texts (apart from virgins?) 

Have you rebooted the handset at all since receiving this text? 


Thanks again.

I did after I saw your message, but still no change, I'm sorry

Forum Team (Retired)
Forum Team (Retired)

I will pop you over a private message so that I can look into this for you.