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Can't enable roaming - already abroad so can't call or text Virgin

Tuning in

Onam already abroad... I didn't enable roaming on my account because I read this help article and it didn't say that I needed to do anything...

Using Virgin Mobile Abroad 

Now when I log in to my account on the website it says in Plan and Devices that roaming is off but I cannot change because:

"This action cannot be carried out as the Financial Account has a soft lock active."

I also can't get onto the app on the phone because it won't accept my password (I have used the app previously).

I have not been informed that I am switching to O2 that I can see in my emails.

I cannot call or text virgin because roaming is off!

How can I get it turned on? I am going to be away another 10 months...


Tuning in

Ok so I am being switched to O2, but no note on my account page and no email to my account email address that "we'll use [...] to contact you."

Just one to my billing email address that's only meant to be used for sending me bills.

According to the FAQs:

"Your planned switch will not work if you are abroad – but don’t worry, we will try again next month"

But I don't see how this will align with" We [...] will complete [switching customers] by end of December 2023", since I will be abroad until April 2024.

The email landed the day after I left the country.


Hi MontyWinchester,

Thanks for posting and welcome to our community 🙂

Sorry to hear there are some issue with your switchover, so I can help I've popped you over a private message to get a few more details from you.


Tuning in

Nearly 2 weeks since I have had any contact, don't know if anyone is looking at this issue anymore - can any other forum team members help?

Hi @MontyWinchester,

Thanks for coming back to us about this ongoing issue. Have you reached out to my colleague that you spoke with over Private Message. They'll still be able to assist, so please send a message their way and they'll be able to assist further.

Thank you.

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

Hi Paulina

I have not been getting any response from Alex in private messages. I gave them some details on Friday 16 June and was told:

"I've sent this over to our specialist team to look into. It may not be until Monday that I get a reply due to the weekend, I'll let you know as soon as I have an update."

I have had no contact in the 13 days since then, here or via my contact emails. I have messaged Alex three times to find out what's going on and had no reply.

I just need someone to enable roaming on my account so I can receive messages, so I can "two factor authenticate" things, I am getting a bit desperate. The O2 thing can wait!



Hi @MontyWinchester,

Thanks for coming back to me about this and sorry that you've not received a response. 

I'll be happy to look into this further for you and see how I can assist. I'll send you a Private Message to confirm a few details. 

Please keep an eye out for an envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you!

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs