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aas1
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why are my calls to non-uk numbers are instantly dropped when i'm abroad (roaming's on)?

I am abroad now and whenever I call a number from a third country (and local) my call is nearly instantly "finished" - I don't think it is even put through. I have been trying  various combinations changing between 00 before the country code and +, or dropping prefixes altogether - nothing works - either the call is stopped directly or something like 'you dialed incorrectly'. I called Virgin now twice, each time going through explanations and then allegedly having been passed to a tech team, but each time that connection was dropped before I would have a chance to talk to anybody with expertise. Can anyone have a clue as to what's happening?

 

BTW I used to be able to do this a couple years ago, but then it stopped working properly and I never had time or need to investigate, now I got a new phone, but the problem still persitsts and I do need this now.

 

Thanks 

 

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Message 2 of 7
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Re: why are my calls to non-uk numbers are instantly dropped when i'm abroad (roaming's on)?

Hi aas1,

 

Sorry to hear your not able to make calls to non UK numbers when your abroad.

 

Here is a link to our help pages around making calls abroad. 

 

If you are happy that the numbers you are dialling are correct I would suggest calling us on 789 or 0345 6000 789 so we can get this sorted for you.

 

Many thanks

 

Stephen_B
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aas1
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Message 3 of 7
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Re: why are my calls to non-uk numbers are instantly dropped when i'm abroad (roaming's on)?

Thanks very much for response, the numbers are correct. I have already returned to UK, but expect the same will happen when I'm next time abroad. I have called 789 when in France twice (tried more unsuccessfully), had got then lengthy conversations with your colleagues in the call centre before they would have transferred me to a tech specialist and on transfer my call would be dropped.
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Forum Team (Retired) Mat_H
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Message 4 of 7
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Re: why are my calls to non-uk numbers are instantly dropped when i'm abroad (roaming's on)?

HI aas1,

 

I'm really sorry that you're having issues with calling us.

 

If you're at home now, please give us a call and we'll make sure that any potential barring is removed from your account.

 

Let me know how you get on. I'm here if you need anything.

 

Thanks,

 

Mat


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aas1
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Message 5 of 7
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Re: why are my calls to non-uk numbers are instantly dropped when i'm abroad (roaming's on)?

Hi Mat

 

thanks very much for reply.

 

I have read it this morning and called Virgin. After explaining again the problem for ten minutes to a front desk person I have been transferred to a technician, who said literally that they could not help as I am in UK now, and all tracing could be done only when I'm in foreign country. This is quite ironic as when I had the type of a conversation about a year ago from abroad I was told that they can't do anything as I was in a country where Virgin do not have any control and I would get help after I get back to UK. Catch 22!

 

cheers

 

aas1 

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Message 6 of 7
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Re: why are my calls to non-uk numbers are instantly dropped when i'm abroad (roaming's on)?

Hi aas1,

 

Thanks for your update.

 

When the team require a trace they'd usually need to know the following:

 

- Country you're in.

- Name of network you're connected to.

- Number you're trying to call.

- Time of call.

 

They may be able to do something with this information. Ideally they'd need you abroad at the time because you can gather this information quickly.

 

Hope this helps.

 

Thanks


Rich
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aas1
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Message 7 of 7
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Re: why are my calls to non-uk numbers are instantly dropped when i'm abroad (roaming's on)?

as I mentioned, if you read my email - when I called from abroad the other time, your colleagues said that they can't do anything until I'm back in UK. Plus all the information you list is already available. 'will be keeping fingers crossed for the next time abroad.
best
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