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Message 11 of 32
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Re: Unable to receive calls on 4G

I did not buy the phone from Virgin therefore, it doesn't appear on the phone fix list

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Message 12 of 32
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Re: Unable to receive calls on 4G

Ah, I see. Sorry about that. 

We can have a look at the signal around your home area to see if that might be impacting it. 

I'll pop you a personal message to get your postcode and we'll take it from there. 

In the meantime you can also use our text service 
on 07533016422 – free for Virgin Mobile customers. We’re open 8am-10pm M-F, 8am-5pm weekends.

Thanks 🙂 

Emma_C - Forum Team
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teabag
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Message 13 of 32
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Re: Unable to receive calls on 4G

@Emma_C

Are there not any notes on your system on how this has been fixed for others in the past 2 years.

It is not their phones, put any other SIM not being Virgin or Plusnet and all works perfect everywhere in their phones, even with a Virgin or Plusnet SIM it will work fine on most masts/places - just not in the area where they have the problem.

At the height of the problem when there was also a sticky post on this forum about it, it hit Norfolk mainly and was fixed by EE.

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BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only. Customer since 1993.
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Message 14 of 32
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Re: Unable to receive calls on 4G

Hey @teabag

It's not something I've come across myself but I've had a look at past posts and can see that this was something Terri raised and was collecting examples for previously. 

The last update I can see from her was that the following was advised:

 

  • Switch handset to 2G only, This can usually be found by going to the "settings" option within the menu of your phone
  • Manual network search and choose any other network except Virgin or EE e.g., O2, Vodafone etc. ( will tell you unable to connect or Show no service)
  • Then manually search again and choose Virgin.
  • Then set back to 4G
  • Reboot, make a test call. It should be working now.

If the above still doesn't work, please verify the following checks have been done:

  • SMSC (Short Message Service Centre) number is +447458399008 
  • You have manually selected the Virgin network
  • Can you try your SIM card in another handset to see if calls will come through on a 4G connection?


    If none of the above helped then it would be a case of accessing the account and running through diagnostics including a new SIM and taking it from there. 
Emma_C - Forum Team
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teabag
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Message 15 of 32
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Re: Unable to receive calls on 4G

Yes, that was the advice on the sticky post, it did help some - but as soon as they went back into problem area, it was back to no calls again while on 4g (selecting 3g/2g only was the only cure).

When EE stepped in, it fixed it for all in the area (Virgin & Plusnet). But as you can see on this forum and the Plusnet forum it is something which keeps cropping up again and again 😞

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BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only. Customer since 1993.
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Message 16 of 32
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Re: Unable to receive calls on 4G

Thanks @teabag, I'll mention this again today and see if I can get an update 🙂 

Emma_C - Forum Team
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Message 17 of 32
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Re: Unable to receive calls on 4G

I am still having the problem, mostly when I am home. I live in Norwich and I tried to receive a call when I was in the city centre and it works there without a problem.

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Message 18 of 32
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Re: Unable to receive calls on 4G

Hi there, 

 

Thanks for messaging us. 

 

Please can you contact us via text here 07533016422 so that this can be looked in too 

 

Kind regards 

 

Chris 

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Message 19 of 32
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Re: Unable to receive calls on 4G

Hi Chris_W1,

I've already provided my details to your colleague.

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Message 20 of 32
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Re: Unable to receive calls on 4G

Just to give an update, the issue is still the same in certain locations. Unfortunately, one of those locations is around my place...

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