I am on holiday in Tenerife. Phone seemed to switch to Orange but would not allow me to make "international calls". Contacted 789 using another persons phone on another network.
Advisor (Eric) was rude and patronising - told me I had international calls barred on my account and he would rectify within 24 hours. This was two days ago - I now have no mobile service at all. It would appear I have had no service since leaving UK. I need my mobile service back.
I have no idea what reset was done I'm afraid. There is a call barring option when you log in to your account online here. It's under the 'Manage Service' tab. Some handsets do have the option of international barring in the settings.
I'm not sure if you're eligible for a refund on the travel passes. The best advice I can give to that is to call the team on 789 from a Virgin Mobile or 0345 6000 789 from any other phone and they can discuss it with you.
I deeply apologise for the massive inconvenience this has caused you. I'd have expected removing the barring would have been simpler.
Were you able to call out whilst in Barcelona? If you were then it should have worked in Tenerife of course.
International roaming is the setting that allows you to connect to a network abroad. It's called 'Going Abroad' on the mobile site. 'International call barring' is separate to this. Is that switched on?