I'm having mobile phone issues
Whether you’re having trouble making calls, sending texts or with your mobile data, we can help. Check out our handy troubleshooting tips to fix your network connection problems.
In this article
I can't make calls
Having trouble making calls on Virgin Mobile? There are a few things you can do to improve your signal and call quality.
You can check the mobile signal strength in your area using our coverage checker. Unfortunately, call quality may not be quite as good in areas with a lower signal strength.
We are working hard to improve our network all over the country. In the meantime, why not try making your call over broadband instead. There are a number of apps out there that offer voice calls over internet, such as WhatsApp.
Check the coverage in your area.
If you can’t make calls, check the Virgin Mobile service in your area using our online service status checker. If mobile is shown as down in your area, we can assure you we’re working as quickly as we can to get it back up and running.
Check the service status in your area.
If the service looks fine in your area, there might be an issue with the network settings on your phone. First, try restarting your phone. It sounds simple, but a reboot tends to fix most problems.
If that doesn’t work, you can try adjusting the network settings on your phone manually.
To do this on iPhone:
- Go to Settings
- Select Carrier
- Set the Carrier slider to Green
To do this on Android
- Go to Settings
- Select Mobile Networks
- Tap Network Operators
- Tap Automatic Selection
It’s also worth checking to make sure Airplane Mode and the Do not Disturb feature are turned Off. For more information, check out our device guides or visit your phone manufacturer’s support page.
The reason you can’t make calls might be due to interference disrupting your phone signal.
If you’re inside, it’s possible that the building might be blocking your signal. Try making your call next to an open window or go outside.
Electrical signal equipment, such as TV ariels, can also interfere with your mobile signal. Try moving away from anything that might be emitting an electrical signal and try again.
If you’re in a busy place, try making your call from somewhere quiet. Not only will this make it easier to hear the person you’re trying to call, but will also prevent signal interference from other people’s phones from interrupting your call.
If you’re having trouble hearing on a call, try turning up the volume. Or, better yet, make the call using headphones.
If your battery is too low, the phone might not have enough power to find a signal. Try plugging it in or charging it before making your call.
If you’re trying to make your call over Wi-Fi using apps like WhatsApp or Facetime, check your broadband speed.
We have plenty of tip and tricks on how to improve your Wi-Fi connection.
My phone won’t send or receive text messages
Having trouble sending or receiving text or picture messages? Check out our helpful troubleshooting tips.
Try checking the mobile signal strength in your area using our coverage checker. Unfortunately, it might be harder to send and receive texts in areas with a lower signal strength.
We’re always working to improve our network all over the country. In the meantime, why not try messaging over broadband instead. There are a number of apps out there that offer internet messaging, such as WhatsApp.
Check the coverage in your area.
If you can’t send or receive texts, check to make sure there aren’t any outages in your area using our service status checker. If mobile is shown as down in your area, we’ll work as quickly as we can to get it back up and running.
If you have no signal, you can try adjusting the network settings on your phone manually.
To do this on iPhone:
- Go to Settings
- Select Carrier
- Set the Carrier slider to Green
To do this on Android
- Go to Settings
- Select Mobile Networks
- Tap Network Operators
- Tap Automatic Selection
Also, check to make sure Airplane Mode is turned Off. For help doing this, check out our device guides or visit your phone manufacturer’s support page.
Try restarting your phone. It might seem simple, but you’ll be surprised what a reboot can fix.
Try visiting our device guide for more help. Simply select your device manufacturer and model from the dropdown menus, then use the Ask us anything function to look for “text messages”.
Make sure your phone is running the most up to date version of its operating system.
If you haven’t found what you’re looking for, check out our text and picture messaging guide for more handy troubleshooting tips.
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