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Braincapers
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Message 1 of 11
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Roaming in Spain - or not...

I made sure that roaming and data is on and bought a travel pass (after a struggle) but I can't access the Internet. I've checked settings and restarted my phone. It tells me I'm roaming, there's an R at the top of the screen but I cannot use the internet, including email, at all.

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jobato
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Message 2 of 11
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Re: Roaming in Spain - or not...

Have you turned 'off' international call barring (via wifi / online Virgin mobile account settings), I had the same problem!
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Braincapers
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Message 3 of 11
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Re: Roaming in Spain - or not...

Yes tried that but no joy. Thanks for the reply 

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Forum Team
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Message 4 of 11
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Re: Roaming in Spain - or not...

Hi Braincapers,

 

Thanks for posting.

 

I'm very sorry to hear you're not able to use your EU data pass in Spain. This is obviously a big inconvenience for you as you need to check your emails.

 

I'd like to check a few things. Can you please answer the following:-

 

What handset do you have?

What network are you connected to?

Is data roaming active from within the handset?

 

Please let me know and I'll happily provide further assistance.

 

Thanks


Rich
Forum Team
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Braincapers
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Message 5 of 11
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Re: Roaming in Spain - or not...

Samsung galaxy 3

orange

Yes

 

when I check settings it says

 

service state - in service

roaming - roaming

mobile network state - disconnected

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Forum Team
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Message 6 of 11
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Re: Roaming in Spain - or not...

Hi Braincapers,

 

Thanks for keeping me updated. I really appreciate it.

 

I'll now send you a private message to discuss further. To view this click on the red envelope on the top left.

 

Hope to hear from you soon.

 

Thanks


Rich
Forum Team
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Braincapers
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Message 7 of 11
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Re: Roaming in Spain - or not...

As requested I phoned VM and it was a waste of time. I spent 20 minutes on the phone to the UK so now I'm doubly out of pocket as I spent 20 on a travel pass I can't use.

 

 

"I can't use data roaming"

"have you got an aeroplane symbol?"

"no I have an r with a plane through it"

"you need to remove that"

ok

"now your phone works"

"no it doesn't "

"then you're still in flight mode"

"no I was never in flight mode. If I'd been in flight mode I couldn't have phoned you up"

"restart your phone"

 

 

and that's the edited high lights 

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FoxtrotOscar
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Message 8 of 11
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Re: Roaming in Spain - or not...

Had the same problem from France. Both the forum team and the phone team were as expected, useless. I had more luck via Twitter. They changed some account settings and I'm now away with mobile data  with two days of my holiday remaining  

 

I did everything required in terms of letting them know I was going away, setting my phone settings up etc., unfortunately they default to assuming you are an idiot and telling you to remove the battery and other such useless offerings. 

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Message 9 of 11
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Re: Roaming in Spain - or not...

Hi Braincapers,

 

Many thanks for getting back to me. I'm disappointed to hear our helpline wasn't able to find a solution for you.

 

Another test you could try is to download the APN settings again from our website here. I've seen someone else do this and it worked for them.

 

When you get back to the UK you'll be able to request a refund for the travel pass because you were not able to use it of course. I appreciate you'd rather have data access but this is to make sure you're not out of pocket unnecessarily.

 

Please let me know how you get on.

 

Thanks


Rich
Forum Team
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Braincapers
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Message 10 of 11
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Re: Roaming in Spain - or not...

I'm back in the UK. At no point did data roaming work, despite me contacting VM by phone, twitter and this forum. I'm out of pocket and today I get a data warning saying I'm about to exceed my data limit!

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