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can't make or receive calls but can get text.

got a new phone 

inserted sim from old phone, can't make or receive calls but can get texts

no data either

tried sim back in old phone no issue

network mode is 4g/3g/2g auto connect

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Re: can't make or receive calls but can get text.

Hi Kev13, 

Thanks for your post and welcome to our community. 

Really sorry you're having an issue with the service since getting a new phone, this isn't good. 

Can I ask what your old phone was and what the new one is? 

Did we send you a new SIM card at all? 

We'd love to know a bit more so we can help further. 
 

Emma_C - Forum Team
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Re: can't make or receive calls but can get text.

HI,

its the same phone, a s6.

didn't get a new sim as the same sim fitted into the new phone.

thanks

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Re: can't make or receive calls but can get text.

That is odd, and just to confirm the handset is unlocked? 

If it's working fine on one phone this should be the case on the new one. 

What error do you get when trying to make a call? 

Is data switched on via the handset? 

Emma_C - Forum Team
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Re: can't make or receive calls but can get text.

Hi

yes, the virgin network is there to connect to but can send text but not calls, haven't tried it again recently as i went back to my old phone.
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Re: can't make or receive calls but can get text.

Thanks. 

I'd advise putting the SIM back in the new phone and having a look at our guides and help here

If you're still having an issue then please let us know and we can do a quick check on your account 

Emma_C - Forum Team
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Re: can't make or receive calls but can get text.

Hi
thanks for getting back to me

have already looked at the guides and no issue that i can see,
so i can still receive and send text and have data but can't make calls.
mobile network state in sim card status is "connected" but on family phones this shows as disconnected on theirs
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Re: can't make or receive calls but can get text.

Thanks Kev13, 

I'll pop you a message now so we can take a better look. 

I look forward to hearing back from you soon. 

Emma_C - Forum Team
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