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Richard
Richard, Android Specialist
Category: Android Devices
Satisfied Customers: 31124
Experience:  Android Systems Specialist
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Cannot make or receive calls or texts. People call and phone shows their name and number w

Customer Question

Cannot make or receive calls or texts. People call and phone shows their name and number with a red circle and line thru it
Submitted: 7 months ago.
Category: Android Devices
Expert:  Richard replied 7 months ago.
Hi there and welcomeCan you tell me please the make and model of the phone?
Customer: replied 7 months ago.
samsung #sm-G360P
Galaxy core prime
Expert:  Richard replied 7 months ago.
ThanksDid you start the phone into safe mode via a button combination or it entered safe mode itself?
Customer: replied 7 months ago.
i used button combo myself
Customer: replied 7 months ago.
i dont think its in safe mode anymore. I have restarted it since
Expert:  Richard replied 7 months ago.
ok, it should not be in safe mode as this will not help with this problem.Whats the exact error you get when you try to send a text.
Customer: replied 7 months ago.
message not sent
Expert:  Richard replied 7 months ago.
ok, is internet working on the phone (without wifi, so turn off wifi)?
Customer: replied 7 months ago.
if people call me it rings on their end and goes to voicemail but my phone never rings and just shows in call log with red circle with line thru it
Expert:  Richard replied 7 months ago.
is internet working on the phone (without wifi, so turn off wifi)?
Customer: replied 7 months ago.
no internet
Customer: replied 7 months ago.
but i have 4 bars showing and LTE network glowing on top
Expert:  Richard replied 7 months ago.
ok, that points to a provider issue, not the phone.Who is your provider and how long have you had this issue?
Customer: replied 7 months ago.
virgin mobile. This issue comes and goes. Will be fine for a few days and then happen again
Customer: replied 7 months ago.
im hoping my settings didnt get changed and mess things up
Expert:  Richard replied 7 months ago.
This may be the case, did you play with the settings?and as there is a quick solution to rule out the phone at fault, do you have data on the phone you need to keep?
Customer: replied 7 months ago.
no
Customer: replied 7 months ago.
if i do a factory reset then do i have to reactivate the phone and all that?
Expert:  Richard replied 7 months ago.
yes correct, do you recall your gmail password?
Customer: replied 7 months ago.
no i dont
Expert:  Richard replied 7 months ago.
ok, can you try to sign in herewww.gmail.com
Expert:  Richard replied 7 months ago.
whats the message you get if it fails?
Customer: replied 7 months ago.
ill have to reset password ***** guess. sounds like you cant help me with my issue of the phone....so i need to contact virgin mobile?
Customer: replied 7 months ago.
if i do factory reset do i have to reactivate phone or just redo gmail?
Expert:  Richard replied 7 months ago.
ok, where you using Gmail for emailing?
Customer: replied 7 months ago.
from my house. funny my samsung tablet having issues too
Expert:  Richard replied 7 months ago.
ok, if your using gmail for emailing then you have to know the password... else how do you use it?and what issues is your Tablet having?
Customer: replied 7 months ago.
black screen on tablet. was told either its battery or thing that lights screen
Expert:  Richard replied 7 months ago.
ok, its not related to this.But if you use Gmail at home, and you do not know the password, how do you access it?
Customer: replied 7 months ago.
leave it on all the time. ill reset it no big deal
Expert:  Richard replied 7 months ago.
ok, go to Settings, Backup & reset, Factory ResetComplete this, setup the phone and tell me if it then works please.
Customer: replied 7 months ago.
gonna take me a few minutes
Expert:  Richard replied 7 months ago.
thanks