topic Re: Can’t make calls. in Get Support

Can’t make calls.

SBarilla — Sat, 22 Mar 2025 14:11:54 GMT

Activated my account last night. I can receive calls and texts, but I cannot make outgoing calls. And in Settings, it still says Virgin, my old carrier. And for some reason I seem to have 2 cellular services - please see photos. I activated about 12 hours ago.

I appreciate any help! 😊

Re: Can’t make calls.

ORNGNBLK — Sat, 22 Mar 2025 14:44:43 GMT

@SBarilla First, if using physical sim- remove virgin one and replace with PM. Next -make sure to toggle “turn on this line” for pm only. Then, restart phone.

if still not working, please call the porting team to assist. I have sent you the number to your community inbox. Hope this helps.

Re: Can’t make calls.

SBarilla — Sat, 22 Mar 2025 14:48:40 GMT

Thank you for your quick response. It’s an eSIM. Are the steps different? I’m on an iPhone 13. Where do I find the ‘turn on this line’?

Re: Can’t make calls.

SBarilla — Sat, 22 Mar 2025 14:51:46 GMT

Actually - I found that prompt and it is turned on. I have also turned my phone off and on reduce and it hasn’t helped.

Re: Can’t make calls.

ORNGNBLK — Sat, 22 Mar 2025 14:55:16 GMT

And I’ll assume that when you received the text that promoted you to say “yes” to the porting request last night, you replied within 90 minutes of receipt? If so, the virgin account should close automatically and pm should take over (if the porting was fully successful) please try to call the porting team at the number I msgd to you and see if they can dig in.

Re: Can’t make calls.

computergeek541 — Sat, 22 Mar 2025 19:35:53 GMT

@ORNGNBLK wrote:
@SBarilla First, if using physical sim- remove virgin one and replace with PM. Next -make sure to toggle “turn on this line” for pm only. Then, restart phone.

if still not working, please call the porting team to assist. I have sent you the number to your community inbox. Hope this helps.

Not being able to make outgoing calls isn't the result of a number porting issue. The number porting team should not be called.

Re: Can’t make calls.

SBarilla — Sat, 22 Mar 2025 20:52:39 GMT

Thanks everyone for your assistance 💗. It took a couple of hours this morning with a live agent (Charlie) who was amazing. The eSIM was installed on the phone but in secondary line status. In the end, I had to remove the old physical SIM card, and restart and it fixed it. Grateful for all of the attention from this community. Have a lovely weekend 😁