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Unable to dial specific USA numbers.

Joining in

Hi Virgin media team.

I am having some problems dialling some USA numbers from my VM mobile but they work fine from my VM home phone.

Please PM me to get the call details as this is obviously a public forum.  I have checked that my mobile does not have international barring.

I have tried calling +1 617 217 xxxx worked.  I've tried calling +1 617 646 xxxx didnt work. So I can definitely reach the states I think one of their carriers is having a problem.

I have the SIP traces from the final carrier (Masergy).  By the way I'm a telecoms engineer of 16 odd years.  The SIP trace of that carrier shows that the call comes in and then they recieve a BYE message from my side.  From my phone I dial the number and I just get engaged and then my phone just drops the call.

Best Regards



Forum Team
Forum Team

Hi @BeepBobHughsie thanks for your post although I'm sorry you're having issues with dialling US numbers on your mobile.
As you've confirmed that you can call other US numbers it wouldn't appear that it's an issue with your SIM or network as such from our side.

Have you been able to try putting your SIM in a different handset and does this still happen? 

Many thanks


Hi Tom


Yes still a problem.  I have tried two handsets.  Finding the SIM card pin popper took a while 🙂

Hello BeepBopHughsie,

Thanks for trying a different handset.

Would you be happy if I arranged for a replacement Sim to be sent out.

Issues like yours are very difficult to track down and fix.

Possibly a new sim may resolve this issue.




I don't see how a SIM card is going to fix that.  A SIM card just identifies you to the cellular network.  I really need to speak to a core network engineer.  A person who can access your inter carrier connect Session Border Controllers.  As that person will be able to see the call route from your core network to the onward carrier and s/he will be able to see the SIP messages flying forward and backwards and be able to see where the BYE message is being sent.

If they could trace calls from [REMOVED]   That would be super.

Best Regards



[MOD EDIT: Personal and private information has been removed from this post.]


I'd like to take a look into this for you BeepBopHughsie.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great.