Me again I'm afraid. Am now in Belgium and happily calls seem to be working fine. However my travel pass isn't. Have followed all the advice and wasted my first 2 hours' holiday trying to do so. Everything is set to data roaming but every time I try to connect, it tells me 'disconnected because service is unavailable'. When I click on 'connect to all networks' and that I know it's expensive, no green tick appears. I tried to call support but was informed I'd have to pay 16p a minute. I'd be bankrupt before I managed to speak to anyone (the number to call from overseas doesn't work). I'm not wasting any more of my holiday trying to fix this so, if it can't be fixed tonight, please remove the pass and refund me. I've seriously had enough.
Thank you for responding. I bought it in the UK, I got a confirmation text and it's in the extra charges on my account page. I followed all the advice in your link - I spent the first two hours after arriving at my hotel trying to get it to work using the advice on the website and in the forum.
I'm only here for four days. Two have gone and I'm happy to rely on wi-fi for the remaining two so would just like a refund. It will be obvious that no data has been used.
My apologies for the inconvenience this has caused you.
You will need to call our mobile team on 789 or alternatively on 0345 6000 789 so we can get this refund sorted for you. I'm sure as your data use will show the pass hasn't been used this should be straight forward.
Just to let you know that I've been in touch and the money is being refunded though it hasn't happened yet so crossing my fingers it will. I got a text straight away when I bought it but not, as yet, for the refund.
For future reference for anyone reading the thread, apparently something should have been enabled from Virgin's side on my account when I bought the travel pass but it wasn't, so I'll know what to do next time (if there is a next time ... still trying to find out how to get a reliable service in my house )