Can't text or call

[Bigal]

Hi..how come ,all of a sudden, i cant text or call..no warning or anything..i check my bill and it

[VirginPlusAntgio]

Hey there @Bigal, 

Welcome to the Community and thanks for your post. 

This is definitely odd and it seems like some information is missing from your post. 

If your account is up to date with no past due balances, try to restart (fully power off and back on again) your phone, as many time a fresh connection to the network is all that your phone needs. 

If after you're still unable to access the network, the Community will need a few details from you:

• What is the make and model of your phone?
• Where are you currently located (please only provide general location and not your full address)?
• Is the issue experienced indoors/outdoors and/or in multiple locations?
• What troubleshooting steps have you completed so far?

[Kali]

My phone was working perfectly a week ago. Then all of a sudden my samsung phone stopped receiving calls, then I found I could not call out. I can still text, my internet still works. It is just my phone calls that don't work. I've used this phone for a year and a half and had no issues until now. I've turned airplane mode on and off, I've taken the sim card in and out. I've turned off my phone and turned it back on. Nothing has changed. I've got my bill paid up, so that's not the issue. Can someone help me?

[VirginPlusKris]

Hi there, @Kali. Thanks for your post.

We wanted to check in if you were still having issues with placing and receiving calls. If so, could you take the time to review the questions asked by @VirginPlusAntgio above? 

Additionally, a few extra recommended troubleshooting tips:

• Try inserting your SIM into another phone. If the issue doesn't persist, it make suggest an issue with your phone.
• If the issue does persist after that, if possible, you may want to consider visiting a local Virgin Plus retail location and replacing your SIM card.

Looking forward to hearing back from you. Best wishes.

[Kali · Accepted solution]

Hi,

Thanks. I got it working. Turns out I needed to download an update on my phone. 

Kali

[Kali]

Hey Kris,

About a week or so after getting my phone to work again, the same problem came back. I put my SIM card into an old phone that I have, and now it works great.

[Unhappy909]

Hello - 3 virgin mobile reps (different mall locations) did the same thing but they couldn't make it work. It's been almost a month and I still can't make calls and receive calls. I can't contact 611 nor check my voicemail. I see it dialing when I make a call but I don't hear anything.  On Incoming calls, they don't hear anything either. All other features work though, only calls doesn't. I will be away soon and I need my phone working please. It's useless to get answers from live-chat. Please anyone who knows the fix! Thank you!

[Unhappy909]

There was a balance, which I didn't pay until now because they can't fix the problem. Okay, so I paid it today and restarted my phone. I hope to God this gets fixed!

[Unhappy909]

I just called 611 and my voicemail - nothing, it's the same, I don't hear anything although it's showing it's dialling. Anybody please help!!!

[VirginPlusKris]

Hi there, @Unhappy909. Welcome to the Virgin Plus Community, and thanks for your post.

We're sorry to hear about the difficulties you've been experiencing. So the Community can be better equipped to start assisting, could you please take the time to review and answer the questions asked earlier in this thread by myself and @VirginPlusAntgio?

In addition, we'd also recommend checking out our Wi-Fi Calling feature. In case you live in an area with little to no cellular reception, this is a good bridge to make sure you're able to make and receive calls as needed.

Looking forward to hearing back from you. Best wishes.