In Austria - UK subscriber cannot make or take calls.

[jst_at_home]

I'm in Austria at the moment.  I cannot make or take calls.  In fact this is both my phone and my wife's (iPhone 6 and 7 respectively).  If I dial my wife's phone, I don't hear a ringing tone but she sees and answers a call from me but I can't hear her speaking.  This works the other way as well.  We can make calls with Facebook Messenger and WhatsApp.  

[Paulina_Z]

Hi @jst_at_home,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you're experiencing some issues with being able to make calls while you're abroad!

Have you taken a look at our Using Virgin Mobile Abroad page to see if this can help with your situation? You can also take a look at our Austria Roaming Hub to see the Roaming Charges for this area.

Please take a look at our Virgin Mobile Issues page to see if this can help with your call problem. Let us know how you get on and if you need any further assistance.

We're here to help.

Thank you.

[jst_at_home]

Many thanks Paulina.  Yes I've already checked out those pages but can't find a solution.

I'm waiting for a WhatsApp reply from Virgin Support.

I've never had problems with Virgin Mobile before while on holiday.

John

[Paulina_Z]

Hi @jst_at_home,

Thank you for coming back to us about your ongoing call issues with your Mobile.

Have you tried to reboot your Mobile phones to see if this can help? What happens on your phone when you try to make a call to someone other than your wife's phone? Is the call failing at all?

Let us know so we can help further.

Thank you.

[jst_at_home]

Hi Paulina

Yes we have re-booted both phones.  They are finding the Austrian Magenta Telekom network.

I had the same idea as you and have just called my son's phone (he's here with us) which has a BT Simcard and is using the Austrian A1 network.  I can't make calls to that phone in that the outgoing call shows on my phone and the incoming call shows on the other phone but I can't hear the ringing tone on my phone and when the other phone picks up the call, we can't hear each other.  If that all makes sense!

John

[Paulina_Z]

Hi @jst_at_home,

Thank you for coming back to me and confirming this. As you’re using an iPhone, please can you do the following: 

Settings > Phone > SIM Applications > Roaming > Mode > Manual > International. 

If you’re using a newer iOS, then you it will be under Mobile Data instead of phone. Once this has been done you might need to reboot. Let us know if this works for you.

Keep me updated.

Thank you.

[jst_at_home]

Thanks again Paulina.

Yes I tried that earlier but it made no difference.  On both phones.

This is probably inconsequential but as we arrived I got a "welcome to the Netherlands" message which was immediately followed by a "welcome to the USA" which was then followed by another Netherlands massage.

John

[Lee_R]

Thanks for getting back to us jst_at_home.

Would it be possible to try another manual network search?  And let us know how that goes?

Regards

Lee_R

[jst_at_home]

 I've tried that following the WhatsApp support call.  4 networks are available.

We travelled from the UK via Hull to Rotterdam and then overland to Austria.  My wife thinks we started having problems after we'd lost the UK network.  To recap, if I call my wife's phone, she can hear me speaking but I can't hear her.  Similarly if she calls me I can hear her but she can't hear me.

John

[jst_at_home]

Can I just add that we also have a mobile with a BT sim card with us and we seem to be able to make and hear calls from our Virgin accounts to the BT account with no problem.