Virgin Media Community

[wilkie9847]

My Mother in her infinite wisdom recently 'lost' her phone i called 789 blocked the SIM.  The next day she found it again.. honestly!! anyway.. A new SIM duly arrived a week ago.  I removed the old one inserted the new one everything is fine data and wifi wise no problems at all but for some reason she can not make or receive calls getting the MM error 'Phone not allowed for voice'  

I then spent over an hour trying to get through to the Customer Services team who as always were pretty darn clueless!  We will send you a new SIM they said in case the one you have is faulty!  New SIM arrves and guess what?? Surprise surprise same error!!

Anyone know what to do here as ill be dammed if i have to wait another hour to speak to some clueless robot at the other side of the world!

Cheers

[John_GS]

Hi wilkie9847

Thanks for posting and my apologies for the delayed reply.

I'm delighted your Mum has found the phone 🙂

Has your Mum's phone now started working again? Let me know if you need further assistance.

Kind regards,

[linz2345]

• im having the very same problem I ordered a new phone and then for some reason the sim card I was using in my Samsung s9 stopped working the same day, saying the same error. got the new phone the next day and the sim card works in it. now I got a new sim card for my son to use my old phone but it doesn't work in the old phone the Samsung s9. so I take that new sim card and try it in another phone and it works. I tried everything to restarted the whole phone and doing and the setting for the network deleting simcard data clearing the cache nothing (yes I removed sim card while doing all this and putting in back in the phone nothing) I've rang virgin and no look. they say the phone isn't blacklisted which I sure that it is why else would it stop working when I ordered a new phone. so it's not blacklisted and it's unlocked to all networks and they same I have to get a new sim card reader when it has worked for all of 3 years of having this phone. that cant be a coincidence

[linz2345]

oh and yes they did end up sending me a new sim card saying it was that at first but still no look and not even another sim card from another network is working somthing wrong there if its not just me and everywhere I've looked its always comes down to the phone being blacklisted 

[Lee_R]

Hi Linz2345 thanks for contacting us.  Welcome to our community.

I am sorry that you're having issues with an existing handset.  Have you had any confirmation that there has been any kind of 'blacklisting'?  One possible thing is even though your handset was originally unlocked if you've changed to the migrated SIM from the old EE sim to Vodafone, the 'EE' sim may have locked the handset.

Regards

Lee_R

[linz2345]

if my old sim card doesn't work in it which was from the s9 before I pull it in my new s21 then it still should work shouldn't it? virgin have said that it's not blacklisted but it weird when the same sim card that was originally in it stopped working when I ordered a new phone but worked when I put it in the new one. so I'm stuck on what to do no one is giving me answers why would my sim not work in it when it was originally in it in the first place

[David_Bn]

Thanks for coming back to us, I'd be happy to take a closer look into this for you

Check out the purple envelope in the top right hand corner for a private message from me

Kindest regards,

David_Bn

[linz2345]

that would be great if you could ive been getting no where since April