Last year I went to Europe and had no phone signal even though roaming was enabled. I phoned support when I got back and was told that they needed to enable something for it to work.
Three weeks ago I contacted them again to make sure all was set for another European trip. I was told everything was as it should be. On arrival I had no phone service. Manually trying to connect gives the message 'Your SIM card does not allow a connection to this network'.
My wifes Virgin phone worked flawlessly. I contacted customer service from her phone but they said they couldn't fix it. Do I need a replacement SIM?
Can I also just confirm, have you already tried to refresh your network settings through your handset? If you're unsure on how to do this please let us know which handset you're using and we can advise on where to find this.
Have you also tried to reinsert your SIM in your handset and reset this?
We wouldn't be able to do any checks now that you're back in the UK, however, if you'd like to be sure the settings are all correct for your next trip you can contact our team to check the roaming services are activated just before your trip.
The number for the mobile team is 789/0345 600 0789 or they also have an SMS service through +44753 301 6422.
Also, if you do still have any trouble abroad feel free to note down the tests I've mentioned above to try get everything up and running, although, you should be able to use the services fine.