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BW12
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Unable to access data in Italy

Hi I can't use my data pass to access internet. I've done everything suggested on the forum but nothing is working. Tried phoning 789 get through automated part but then won't connect to support. Tried other help number that disconnects as soon as I press call. Able to send and receive texts. Manuallt had to connect to a network here in Italy. I need to be able to access internet using my data pass. Please help as really frustrated, been trying for days.
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Superuser
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Re: Unable to access data in Italy

Hi BW12,

 

the help line number when calling from abroad is: +447953 967 967

 

AlexKid :-)

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Superuser
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Re: Unable to access data in Italy

Hi BW12,

 

the help line number when calling from abroad is: +447953 967 967

 

AlexKid :-)

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BW12
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Re: Unable to access data in Italy

Thanks tried that disconnects as soon as I press connect. I've checked to make sure call barring is off.
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Superuser
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Re: Unable to access data in Italy

Hi BW12,

 

is it just the Virgin Mobile helpline number (+44 7953 967 967) that you are unable to connect to?

Are you able to call the UK?

 

AlexKid :-)

 

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BW12
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Re: Unable to access data in Italy

No I can't make any calls. I just tried phoning my husbands mobile who is also here but that didn't work either. At first I thought it was just the helpline as 789 connects and I can choose options but then when they to speak to someone it says not available.
Thanks for your help.
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Superuser
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Re: Unable to access data in Italy

Hi BW12,

 

it sounds like you may have "International Call Barring" active on your account.

 

Log into your Virgin Mobile account then click on  the "Plan and device" tab and go to "Manage my services"

As well as "Roaming" being set to ON. "International call barring" needs to be set to OFF

 

Make the change by moving the "switch" in your account.
(Click the other side of the rectangle box).

After changing the settings, allow time for your account to update then reboot your phone.
(Virgin advise that this update may take upto 24 or longer from abroad to come into effect).

I recommend periodically turning the phone off/on to see if it finds and selects a network then try making a call.

 

Good luck Smiley Happy
Keep us posted.

 

AlexKid :-)

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BW12
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Re: Unable to access data in Italy

Hi thanks for response. I've done all that several times since last Thursday. I can't take my battery out but I have held power and volume down till it turns off and still not working.
I will give it another go though. Appreciate help.
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Forum Team (Retired) BenD_H
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Re: Unable to access data in Italy

Hi BW12,

 

Thank you for coming in and posting your message, welcome into the Community Smiley Happy

 

When you're unable to roam it's never the best and is certainly something I'd like to help with. I am able to gain access to your account and perform a few tasks to try and bring this back on but would need some additional information.

 

If you can have a little look inside your 'Inbox', you'll see I've sent you a 'Private Message'. You can find this at the top right of the page, purple envelope Smiley Happy

 

Speak to you soon.

Ben


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NEILWESTLAND
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Re: Unable to access data in Italy

I am having exactly the same problem. Tried all the tweaks. Yesterday I found I was even banned from the forum Community but am now in. I happily tried to pay for an unecessary data package before leaving UK.
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