Fix silent roaming Spain

[HParkin]

Hi, I’m trying the forum after 2 unsuccessful calls to customer services. 
This phone is a life line to my Mum who gets lost easily and I need to be able to call her to find her as she can’t use the phone other than to answer it. No other network provider seems to be having the same issues.

Outbound calls = mostly no problem. Although 50% of the time say number not available or not recognise then if you redial goes through ok with good sound. 
Inbound call = rings but when answered no sound at either end. 

Have tried switching network manually to Vodafone and to orange. Unable to make or receive calls on these networks.

Back on auto, you guys reset something at your end. We turned phone off 5 min and SIM out. Once back on same original problem persists. 

Please could someone help us to resolve this with long waits on the customer service line again? 

Many thanks,

[Natalie_L]

Hi HParkin, 

Welcome to the Community and thank you for posting. 

I am very sorry to hear of the issues you are experiencing with roaming in Spain. 

Could you please let us know which handset you are using and if the following settings are correct on the phone? 
 

For Android:
Select Apps from the Home Screen
Select Virgin SIM Toolkit Icon
Select Roaming
Select Mode
Select Manual
Select International-done

To Switch back when in the UK:
Select Apps from Home screen
Select Virgin SIM Toolkit Icon
Select Roaming
Select Mode
Select Automatic and go back to Home Screen

For iOS:
Select Settings from the Home Screen
Select Phone Icon
Select SIM Applications
On newer iOS 14 - Settings -> Mobile Data -> SIM Applications
Select Roaming
Select Mode
Select Manual
Select International - Done 

Please let us know and we will be happy to assist further. 

Thanks, 

[HParkin]

Hi there,

Thank you, we’ve tried this. Made sure it’s on ‘international’, turned off and on again. 

I understand someone from Virgin called my parents on the phone and they could hear you guys fine. 
But still can’t hear anyone else when they call. 

What’s your next suggestion to sort it?

Thanks, Hannah

[Martin_N]

Thank you for that information HParkin. I would like to look into this further for you. 

I will private message you now to confirm some details. 

^Martin