Took McAfee off cell, now can't make/receive calls

[TrishM]

A friend in another state has a motorola moto g7. About 2 yrs ago she would spend most of her nights deleting 20 to 30 spam calls. She took it to where she bought it and next she knew, the guy working there had put McAfee on the phone. After that, every call she wants to make or take...every text she wants to send or receive, she has to enter a 6 digit number which causes her to not get the call. The guy at the store said she shouldn't have to do that when she took it back, but he didn't know how to fix it. Between google and youtube, i was able to help her get McAfee off the phone. But now she can't make or receive calls, period. Anyone calls her, it rings maybe 6 times and goes to a recording saying voicemail is full...never rings on her end. If she calls someone, their phone never rings. Video chat doesn't work either. She can't afford a new phone and no word back or refund from McAfee after complaining to them about it. Any suggestions??

 

[COLGeek]

Time for a factory reset, it seems. Hope your friend has a backup of personal files to retain and restore.

 

[TrishM]

Factory reset? She'd have to get a new sim card too, wouldn't she? Another friend told me the info on that is somehow still 'connected' to McAfee.

 

[COLGeek]

A new SIM is not needed when performing a factory reset. That just returns the phone to it's as new state.

 

[TrishM]

Hmmm.... I will let her know and hopefully a factory reset will work.

 

[TrishM]

Seems she did a factory reset 3 weeks ago. The guy at the store talked her through it over another phone. Maybe a new sim card in the phone? Or maybe she just needs a new one.

 

[COLGeek]

Seems she did a factory reset 3 weeks ago. The guy at the store talked her through it over another phone. Maybe a new sim card in the phone? Or maybe she just needs a new one.

The SIM and McAfee should have nothing to do with each other. If, she restored her previous apps after she performed the factory reset, she could have re-introduced the issue.