Data not working abroad last 2 holidays

[MADGE1]

Hello, 

Please, please can someone help me!  The last two holidays my data has not worked on holiday.  I have tried all the usual ways to resolve it, roaming was on updated Apn's turned it off &  on, took out sim card, tried to change it manually.  Nothing has worked. I have rang virgin whilst abroad nothing has helped. Can anyone give me any other ideas what to try.  The only thing I have just thought is that my Imei number on my plan is different to my new phone.  Would this cause this problem.  Thanks 

[Natalie_L]

Hi MADGE1, 

Welcome to the Community and thank you for getting in touch. 

I am very sorry to hear you have experienced issues with roaming. 

When this problem has occurred, have you been in the same location? Also, are you able to use any of the service on the phone? 

Thanks, 

[MADGE1]

Hi Nat,  no in Spain &  France.  I have just found a blue virgin icon in my tool kit on my phone.  Do I have to change this manually? I read today about Sim tool kit app.  Thanks

[Natalie_L]

Thank you for your reply. 

The settings may vary depending on the phone you are using but I will list the here for you. 

For Android:
Select Apps from the Home Screen
Select Virgin SIM Toolkit Icon
Select Roaming
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 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 and you are done.

Thank you,

[MADGE1]

Many thanks,  hopefully this will sort it for next time. 

[Natalie_L]

You're very welcome. 

Please do let us know how you get on and if you experience any further issues. 

Take care,