Trouble making international long distance phone calls to mainland China

[Ashh]

Anyone able to make LD phone calls to mainland China recently? I have 1000 mins LD to some countries (incl. China) included in my plan as bonus, and I used it regularly until about one month ago. It won't go through any more. I got the message of "the call cannot be completed at this time" at the beginning but now it is just completely silient and then disconnected. Multiple AIs were suggesting that it is higly likely that it is a virgin/bell netowrk or provisioning issue. But when I was following up with Technical Support on the ticket I filed, the agent insisted that it was an isolated issue and they were not awere of more customers encountering the issue. 

[VirginPlusKris]

Hi there, @Ashh. Thanks for reaching out.

It's great to hear that you've already had a ticket open for investigation, as well as confirming that there's been no block.

We'd be happy to follow up and look further into the status of the ticket in question, and will be reaching out in private message to collect more info. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

— Kris

[Cintia]

Hi,

I’m having trouble making international calls to China from my Virgin Plus mobile line.

My plan includes international long-distance minutes to China, but every call fails immediately. I have tried calling multiple different Chinese mobile numbers, and none of them work.

I tried both formats:

• +86 followed by the Chinese mobile number
• 011 86 followed by the Chinese mobile number

In both cases, the call fails and I receive a French message saying the person is unavailable, or my iPhone simply shows “Call Failed.”

Since the same problem happens with multiple numbers, it seems to be an international calling or routing issue rather than a problem with the receiving phone.

Could someone please check there is currently an issue with calls to China?

Thanks!

[Cintia]

I completed the network settings reset , and the problem is still exactly the same.
I’ve tested multiple valid Chinese mobile numbers and none of them work.

[VirginPlusKris]

Good morning, @Cintia. Thanks for reaching out.

Have you gotten in touch with our Tech Support team to open a ticket for investigation? If it is indeed a routing issue, an escalation would need to be taken to connect with our partners to troubleshoot and assist. 

Looking forward to hearing back from you. Best wishes.

— Kris

[Cintia]

Hi Kris,

Yes, I contacted Tech Support and a ticket has been opened for investigation. The ticket number is #1481913.

The issue is still ongoing. I’ve tested multiple Chinese mobile numbers using both +86 and 011 86, and I also reset my iPhone’s network settings as instructed, but the calls still fail.

Tech Support told me that a technician will call me back, so I’m currently waiting for their follow-up.

Thanks for your help!

[Ashh]

The issue is not going away...

On this past Tuesday, the calls finally went through when I did testings. I told the agent on Wednesday when he called to follow up. So he closed the ticket. 

It turns out I spoke too soon. This morning when I need to make a phone call, I found myself back to square one. I immediately got the error message "Your call cannot be completed as dialed. Please check the number and dial again."

[VirginPlusKris]

Good morning, @Ashh.

Thanks for the heads up - we'll be happy to pick up our prior conversation in private where we had left off and re-escalate for continued investigation. 

— Kris

[Ashh]

Hi @Cintia has your issue been resolved?