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Matt0891
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Message 11 of 19
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Re: Not registered on sim restart phone

Hi 

I have cleaned the tray. I have replaced the sim today for another virgin Sim. I am getting the same issues. I notice it occurs when the phone loses signal and goes in "emergency calls only" mode. A message then comes up on the phone that says New sim inserted restart phone. This does not happen with other network providers.

I am tempted to go to ofcom and file a complaint as I am not getting the level of service expected. There is clearly an issue with virgin mobile.

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Zach_R
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Message 12 of 19
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Re: Not registered on sim restart phone

Hi @Matt0891,

From what you've explained, due to the SIM card working in another handset, the issue does not lie with the SIM card or the network. If it did, that SIM card would replicate the same problem in whatever handset you placed it in.

Is the handset damaged at all from what you can see?

Thanks,
 



Zach - Forum Team


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Matt0891
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Message 13 of 19
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Re: Not registered on sim restart phone

Hi

Im able to use another network sim with no issues. This issue never occurred with 3.

The phone its self is in good condition with no knocks or seeable damage. 

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Zach_R
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Message 14 of 19
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Re: Not registered on sim restart phone

Hi @Matt0891,

I understand, but if the SIM card and network works fine in another handset then the SIM and network won't be at fault as the fault would replicate regardless of handset. If the issue only happens in that handset then it's likely that the handset itself is at fault and struggling to recognise the SIM card and/or network.

Can you confirm roughly when you purchased the handset and where/who you purchased it from?

Thanks,
 



Zach - Forum Team


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Matt0891
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Message 15 of 19
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Re: Not registered on sim restart phone

I purchased the phone through Amazon on the 13th December 2018.

 

The link to the indentical phone is below

Samsung Galaxy J6 2018 32 GB UK SIM-Free Smartphone, Black, UK Version https://www.amazon.co.uk/dp/B07FJ36KLG/ref=cm_sw_r_cp_apan_glt_i_QSV04NQ2SDY69ZTTVJGM?_encoding=UTF8...

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John_GS
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Message 16 of 19
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Re: Not registered on sim restart phone

Thanks for confirming.
Have you been able to perform a factory reset on the handset yet? If not please make sure you back up your device before doing so as you will lose anything saved on your phone.

Kind regards,

 

John_GS
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Matt0891
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Message 17 of 19
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Re: Not registered on sim restart phone

Hi

I just completed a factory reset and the message is still appearing

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Matt0891
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Message 18 of 19
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Re: Not registered on sim restart phone

If I put my phone on flight mode the message doesn't come up

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Travis_M
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Message 19 of 19
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Re: Not registered on sim restart phone

Hi @Matt0891

 

Thanks for posting on our community forum!

 

How are you getting on today?

 

Regards

Travis_M
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