No coverage overseas

[Guybo18]

I am currently working in Germany and I am unable to get any service for calls or data.

I have followed guides for iPhones to manually select roaming, checked my virgin media account is active for roaming and I can’t seem to get service. I have had this problem now in Italy twice, Germany and various other countries. I shave had no response from your customer service which is pretty poor. Regards Guy 

[Kath_F]

Hi Guybo18, 

Thanks for your post and welcome back to the forums. It's really great having you on board with us in the Community although I am sorry to hear you're having issue's with using your phone abroad. 

As a minimum, we do need to ensure the following have been done: 

• You have fully activated roaming on your device.
• When putting your SIM card in to another device, are things then working or do you have the same issue?

We also need to check if the SIM toolkit as been switched on:

• For an Android phone, please can you do the following: Selects Apps from your home screen > Virgin SIM toolkit > Roaming > Mode > Manual > International. Once this has been done you might need to reboot. Let us know if this works for you. 
• For 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. 

It might be worth trying to do a manual network search to see if you can connect to any others and see if that helps. It could be that the network you're connected too maybe doesn't have the best signal where you are. This is out of our control as we don't use our own networks outside of the UK. 

Pop back and let us know so we can help further. 

Thanks, 

[Guybo18]

Hi Kath, I had his set to international on manual. This is an issue no matter which country I visit so is not a lack of service. This year so far Mexico, Italy twice, Indonesia, Germany, but no coverage any where. Regards Guy 

[Robert_P]

Hi Guybo18

I have sent you a Private Message on the other thread, please feel free to respond there and keep all of the information in one thread.

Rob

[Guybo18]

There is no sim application access on this phone. Again no overseas service in Greece, Ireland and Brazil. I am really fed up now being left in the lurch overseas by virgins awful coverage. Can I get out of this contract as I spend a lot of time working abroad and this is starting to affect my efficiency.

[Beth_G]

Hi Guybo18,

I'm sorry to hear you're having issues again whilst abroad. I appreciate it must be quite frustrating. Have you had no service at all since being away, or has it been patchy?

Sadly, we don't have any control over the coverage or service outside of the UK, however if you do wish to cancel your mobile service with us, you'd need to speak with our Mobile Team.

We have a number which you can call us on from outside of the UK (+44 7953 967 967). Alternatively, you can call us on 789 for free from your Virgin mobile when you're back in the UK, or by texting us on +44753 301 6422

Kind regards

[Guybo18]

I have no service whatsoever when abroad other than WiFi. I have now had to buy another phone with a local SIM card as I cannot afford to be left in the lurch. 

[Kain_W]

Many apologies for that Guybo18,

Has this been the case in various other countries too?

Regards,

[Guybo18]

Italy, France, Greece, Ireland, Germany, s.Korea, Indonesia, has not worked anywhere 

[John_GS]

Hi @Guybo18 

I will send you a PM now to assist further.