Cannot receive calls while EU roaming (Greece)

[Egm177]

Device : iPhone 12 mini iOS 15.5

I can make calls to UK but cannot receive calls, I spent a 4 long hours with virgin mobile support with no success. I have seen similar posts where you change the SIM application setting to a manual mode for international network selection and I  have tried using  the COSMOTE  and WIND GR networks.
My phone rings and connects I can hear the caller but they cannot hear me. If I initiate the call it works fine. I checked my mobile preferences and confirmed I have enabled the Going Abroad setting and disabled international call barring.  Checking my online account I looked at my recent usage and all international roaming received calls are flagged as “in Plan? NO”

I have no issues with mobile data and can receive WhatsApp calls and texts.

Any clues where the problem lies?

[Natalie_L]

Hi Egm177, 

Welcome to the community and thanks for posting. 

I am very sorry to hear you have been experiencing issues when using your service whilst roaming. 

You have mentioned that the problem occurs when you receive a call and that although you can hear the caller, they cannot hear you. With that being the case, are you able to confirm if you are showing a strong signal at the time of the call?

Thanks 

[Egm177]

Hi Natalie_L

The signal strength is good 3-4 bars and I also have no issue when I initiate the call.

regards

Egm

[Natalie_L]

Thank you for confirming Egm177.

You have mentioned using two providers whilst away. When you run a manual network search, do you have options for others or is it just the two?

Thanks 

[Egm177]

There are only two that connect there is a 3rd network Vodafone GR but that has no service when selected.

[Natalie_L]

Thank you for your reply. 

Are you able to test the SIM in a different handset at all? 

Thanks 

[Egm177]

I have two iPhones an XR and 12 mini and both have the same issue with receiving calls . Both phones are on virgin contracts. 

the call team have passed the fault over to the networks team so they think it is a backend issue and nothing to do with the handset.

I have also seen other community posts with similar issues and in both cases they were not resolved as the users returned back to the UK before a resolution was found.

if I look at the resent usage log all inbound calls to both phones are flagged as not in plan.

[Natalie_L]

Thank you for your reply Egm177.

When did the customer care team raise this with the back office team please? 

[Egm177]

At 18:46 local time 16:46 uk. Consult code NSRO01

[Natalie_L]

Thank you Egm177.

If a ticket has now been logged with the team, we would need to allow them time to investigate and offer a resolution.

Were you provided with a time scale for this? 

Thanks