I have a samsung s4, have purchased a data pass, and all my roaming/data roaming settings are activated. However, I cannot get any access to the internet via mobile data while in The Hague. I notice I'm not the only one with this problem, and it's highly unsatisfactory - especially given that i've paid out £20 for a data pass. Can anyone help?
Hi, I wouldn't bother ringing the team. I also purchased a data pass, as did my partner, (we have an S5 and S3) for when we went to Spain. Neither of us was able to connect to mobile data, despite all roaming being enabled. After several calls to virgin to try and resolve this issue nothing was done, we were just told to try the obvious, such as restart your phone, remove the battery, etc. Customer services were very unhelpful, and I had to wait for my next bill before they agreed to refund the charge for the data pass.
Thanks for this - I've since been in touch over the phone with your colleagues who activated data roaming on their side, and after restarting my phone, data roaming is now working for me.
It was stated to me on the phone that I should have phoned Virgin prior to leaving the UK in order to have the data roaming activated, this is even though I had made sure I had updated my online account in order to activate roaming. However, nowhere is this stated in any of the information on 'Going Abroad' on your website. There is no mention of the need to ring up in advance to set up data roaming, reference is simply made to activating it on your online account and, if travelling in the EU, to purchase a data pass.
I've been a virgin mobile customer for over 10years and have always been very pleased with the customer service that I have personally received. I was surprised to have encountered this problem on Virgin, it is quite unusual in my experience. As such, if I may provide a recommendation - it would be really helpful if you could update the information on your website as it is currently misleading. Had that information been on the website, that would've not only saved me considerable frustration but would have prevented me from incurring the unnecessary call-charges to phone your customer services while abroad, that would've been avoided had I known prior to leaving that I also had to call them.