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Unable to make or receive calls or text messages since April 2020

Hello, I have been unable to make or receive calls or text messages since April/May 2020.

the Virgin helpline says I will receive a text from them... failing to understand that that is precisely the issue. I CANNOT receive texts on my mobile.

Called Virgin's Customer Service and was impossible to get through to the right department.

Frustrated, I had to get another provider's sim card to use for calls and texts, on a Pay as you Go contract, which means I am paying twice for a service that Virgin should be providing.

Eventually, last week, I managed to speak to a HUMAN BEING at Virgin's. She sent me a new Sim card... NO IMPROVEMENT WHATSOEVER... I still have to PAY AND USE another Sim if I need to make or receive a call or a text message.

Frustrating and infuriating to say the least.

 

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Re: Unable to make or receive calls or text messages since April 2020

Hi MCMB,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry for the late reply, and to hear you're having some issues with your phone.

 

Can you confirm if you're able to use the SIM in a different handset?

 

Alex_Rm

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Re: Unable to make or receive calls or text messages since April 2020

Hello, Alex

thanks for your message

In reply to your question: Yes, I have tried using the Sim in another handset and it works.

I can use my mobile with this SIM for Whatsapp, Facebook, etc... but not to make or receive "normal" calls and texts, which I need.

I have tried 2 different SIM on this handset (the troubled one) and NEITHER works.... whereas a SIM from another service provider DOES work. I am using that one for direct calls, but it's not what I want.

At the moment, I am paying Virgin for a service that it's unsatisfactory and have to get a PAY AS YOU GO contract with another company, which should NOT be the case, obviously.

S.O.S. please!

Thanks in advance!

MC

 

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Re: Unable to make or receive calls or text messages since April 2020

Hi MC,

 

Can you confirm if you've ever been able to use the SIM with this handset?

 

And if you turn off WiFi are you still able to use the functions you've mentioned?

 

Alex_Rm

 

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Re: Unable to make or receive calls or text messages since April 2020

Yes, I am using the SIM with this handset. I even had a new one sent a couple of weeks ago by one of your colleagues

Neither previous one nor new one work for calls

and No, I cannot use Whatsapp, etc when Wi Fi is off.

 

 

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Re: Unable to make or receive calls or text messages since April 2020

sorry can I just get you to confirm, since you took the service out with us have you ever been able to use our SIM in that handset?

 

Alex_Rm

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Re: Unable to make or receive calls or text messages since April 2020

YES. It stopped working in May.... after almost a year of working perfectly!

 

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Re: Unable to make or receive calls or text messages since April 2020

Thanks for confirming 🙂

 

Just need a few more details from you, so I've popped you over a private message.

 

Alex_Rm

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