phone on prepaid plan not able to receive incoming calls

[ziggy4321]

This past spring I purchased a prepaid sim card(on $100/year plan) for an LG f4nr flip phone after checking the imei and talking with customer support that it would work. This phone is for my parents to use and have in emergencies and while they can make outgoing calls and receive texts, they've yet to be able to receive an incoming call. When you call the number it says "Your number cannot be completed as dialed. Please check the number and try your call again."
When we log into the account online it keeps showing the error "Since you've switched to a new phone, we need you to update phone with us and be sure it's compatible with your plan & add-ons." and when I try to update it, the phone model isn't on the list. I try to select LG>Other> and then it prompts for me to select another model but it actually wont let me select or type anything so it just gets stuck at that screen. 
Could this be why they can't receive calls with the phone? I'm at a loss for what to do since both the imei check and customer support said it would work and everything else other than incoming calls do work fine. 
Any suggestions or tips would be appreciated!

[VirginPlusKris]

Hi there, @ziggy4321. Thanks for your post, and welcome to the Virgin Plus Community.

For starters and for the Community to be better able to assist, could you take the time to share some additional details and try some troubleshooting?

• When calling their number, are you making sure to have a 1 or +1 at the beginning of the number? I.E. dialing 1 416-***-****.
• Have you tried restarting the phone?
• Have you tried inserting the SIM card into another phone to confirm if this is an issue with the SIM or the phone itself?

Give those a try, and let us know if the issue persists and your results. Looking forward to hearing back from you.

[ziggy4321]

Yes I've tried calling with the 1 and the +1, still the same issue. 
They have restarted the phone, still the same issue.
They do not have another phone to insert the SIM card into so testing it with another phone isn't possible. 

Please let me know if you have any other suggestions 🙂

[VirginPlusAntgio]

Hey there @ziggy4321 , 

Thanks for the details and any unlocked devices can be used to do the test. 

We also wanted to see if you tried the following;

• Visited a Virgin Plus retailer for assistance/testing
• Contacted our technical support team for further verification/troubleshooting

Looking forward to hearing back from you.