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Raju_C
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Message 1 of 14
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Mobile data not working abroad

Hi, I am currently in Austria and my mobile data is not working. I have a signal (there is an r next to the bars, and I have full bars). I can make texts, just not access data. I have tried setting the APN settings manually, restarting handset etc. I have also tried searching for networks manually.

Any help would be appreciated ASAP

 

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cjackson68
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Message 2 of 14
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Re: Mobile data not working abroad

 I had a similar experience in Spain. Despite roaming being switched on, on my online account, everything worked except data. In the end and after almost a week of trying I called customer service. They said something needed switching on their end. After 15 minutes and a restart of the phone it worked. I asked what is the point of switching data roaming on on my online account. They had no answer.

This didn't ruin my holiday but I was so angry that for a week I became obsessed in trying to get it to work.

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Message 3 of 14
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Re: Mobile data not working abroad

Hi Raju_C

 

Can you confirm that you are still having issues with this? 

 

Kind regards 

Chris 

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Raju_C
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Message 4 of 14
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Re: Mobile data not working abroad

Hi Chris,

I'm back in the UK now, but yeah, it didn't work for the whole trip, even after I phoned customer services asking them to reset my settings.

Any idea what the problem was/is?

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Message 5 of 14
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Re: Mobile data not working abroad

Hi Raju_C,

 

Sorry to hear this had occurred whilst on your travels. If you were seeing an "R" on your handset and was able to make calls and texts then the roaming service would have been on. Depending on your handset's make/model, you may have needed to reset the APN to default instead of a manual config. It could also have been that data roaming was not provisioned for your SIM. What had the team advised when you rang?

 

Cheers,

 

Corey C

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Raju_C
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Message 6 of 14
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Re: Mobile data not working abroad

Hi,

Yeah, I did have the R on my handset.

I did try resetting the APN settings, and also doing a full network reset, but that still didn't work. Your colleague on the phone just "reset" the network settings on my account, and told me to reset the handset.

What do you mean when you say data roaming wasn't provisioned for my sim?

Thanks

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teabag
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Message 7 of 14
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Re: Mobile data not working abroad

Try sending a text "ALL" to 789922, that should get Virgin's system to send APN settings to your phone.

If your data roaming needs to be provisioned, it is something only Virgin can do their end.

---------------------------------------------------------------
BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only. Customer since 1993.
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Raju_C
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Message 8 of 14
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Re: Mobile data not working abroad

Hi,

Any chance of anyone from the forum team responding to this?

I would like to get this sorted so it doesn't happen again next time.

One thing I did also notice was that when I went to implement a cost cap on my sim, it said I would need a need a new sim. Maybe the problem was with the sim?

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paulchambers061
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Message 9 of 14
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Re: Mobile data not working abroad

What colour is the sim card? Vm have been rolling out new purple sim cards since December 2017, the older sim cards are red. That might explain why you can't do the cost cap.

Hopefully someone from the forum team can sort out the roaming reset for you. 

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Message 10 of 14
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Re: Mobile data not working abroad

Hello there, raju_c.

Welcome to community forum.

 

My apologies, if you've  found it  difficult to use your service for roaming.

 

Have you checked the settings of your handset? To troubleshoot roaming click here

 

 

Thanks.

Jean_

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