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Blackmontiva
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Roaming problems

I have 4 sims with virgin and over the last month we have not been able to connect in Sweden and Jersey.  Hours have been wasted with the call centre with no resolution or even explanation why this is happening.  I suspect it may be the new SIM cards and this has not been a problem before on virgin.  We had a giffgaff sim that has worked in Sweden and now would like to switch to a provider that can provide a reliable roaming service.  What can I do?

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Forum Team (Retired) Terri_P
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Re: Roaming problems

Hi Blackmontiva,

Thanks for your post on the Community and welcome. I'm sorry to hear that you are experiencing an issue with roaming.

In order to look into this, I will need to take more details. I will send you a private message requesting more information so that I can assist with this issue. Just click on the envelope icon at the top of this page.


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Forum Team (Retired) Terri_P
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Re: Roaming problems

Hi Blackmontiva,

Thanks for sending your details. I can see that your roaming services are activated. Please try the following setting change on your handset:

 

**It is critical that you set the SIM roaming applet back to Automatic mode once in the UK or you will not be able to access service when you return.**

 
For Android:
Select Apps from the Home Screen
Select Virgin SIM Toolkit Icon
Select Roaming
Select Select Mode
Select Manual
Select International-you are done, go back to Home Screen

 

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

 

For iOS:
Select Settings from the Home Screen
Select Phone Icon
Select SIM Applications
Select Roaming
Select Select mode
Select Manual
Select International and you are done, go back Home screen to retry

 

To change back when returning to the UK:
Select Settings from the Home Screen
Select Phone Icon
Select SIM Applications
Select Roaming
Select Select mode
Select Automatic mode - you are done, go back to Home screen


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Blackmontiva
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Re: Roaming problems

Thanks for the response and judging by other messages this should have worked.  Due to the terrible customer service from the 789 call centre over the last month I have now left Virgin (after many years).  May I recommend you email this solution to the Indian call centre staff who are still oblivious to the problem Smiley Wink and probably misleading customers as we ‘speak’.

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Forum Team (Retired) Louise_F
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Re: Roaming problems

Hi Blackmontiva,

Thank you for taking the time to post back in the community.

I'm really sorry to hear you have decided to leave us, but I understand you must do what you feel is right for you.

We appreciate the feedback and have taken this on board.

I wish you the well with your new provider :-)

Take care,

Louise

Forum Support Team


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