iMessage and FaceTime doesn’t work with my new eSIM

[Anuf]

I have recently moved to Virgin Plus from another service provider. Now in the iMessage and FaceTime settings my number doesn’t appear. Only the email address. Can someone please help me to get this fixed? Really appreciate! Thanks in advance!

[VirginPlusKris · Accepted solution]

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

We wanted to check in and see if you were still having issues making use of iMessage and FaceTime. If so, could you try out the following troubleshooting steps?

Check your device settings

1. Make sure that you’re connected to a cellular data or wi-fi network. 
2. Go to Settings > General > Date & Time and make sure that your timezone is set correctly.

Turn off and restart iMessage and FaceTime

1. Go to Settings > Messages and turn off iMessage.
2. Go to Settings > FaceTime and turn off FaceTime.
3. Restart your device.
4. Turn iMessage and FaceTime back on.

If it continues to not work after, please go to your Settings and confirm that your number is selected for sending & receiving SMS via iMessage. If it's not selected and you cannot select it to enable it, we'd recommend taking a look at this Apple support article on if you can't see or select your number in Messages or FaceTime

Give those a try, and let us know if you were still in need of assistance.

[Lisak1987]

I ported my number over a few days ago and still cannot get my phone number to work for messaging. When I talk to Virgin, they blame it on Apple, but it is not an Apple problem. It is a virgin problem. They say this has been going on since June but no one told me that before I moved my phone over. Getting very annoyed as I do not have cell service at home so I am not able to speak to the majority of my family. Version offers no compensation for my loss and has no anticipated resolution date.

I should also mention I have done all of the things that they have said and nothing has worked.

[VirginPlusAntgio]

Hey there @Lisak1987 , 

Welcome to the community and thanks for your post. 

We invite you to review and test the solution offered above and also visit the link. 

We also wanted to touch base with you on some information; 

• Have you got in touch with our technical support team and open a ticket?
• Have you got in touch with Apple Support to see if there wasn't an issue with your Apple profile?
• What are the troubleshooting steps that you've attempted so far?

Looking forward to hearing back from you.

[AbMc]

I’m having the same problem. I even phoned apple and they escalated it then said it’s an issue with my carrier. Can I get more help?

[VirginPlusKris]

Hi there, @AbMc. Thanks for your post, and welcome to the Virgin Plus Community.

Please take the time to review the instructions provided earlier in the thread in the approved solution. If the issue continues to persist, please let us know and we'll be happy to assist from there.

Best wishes.

[GrannyM]

I put my old SIM card from my iPhone SE into my iPhone 16 Pro. Should that work? Because I can’t send messages through the iMessage app

[Fabischone]

I recently switched phones from apple to samsung. When the phone rings, I cannot pick up (or disconnect for that matter).  I can make calls no problem.  This is so strange.  Is it a Virgin thing or Android thing.