Virgin Media Community

[Nitrogen]

Hello,

This is the 3rd time now I fly to Italy and nothing works. I get the welcome SMS, but never the following configuration MMS. I have called the support and went through all the settings manually, no results. Roaming is active in the account since a years (it does work in other countries, same trip).

Local carrier has strong full signal(TIM). I went through all the forum messages and the only one that seemed to work was some 'reset' config done by Terri_P on the attached thread.

Can you do the same please?

Thank you.

N

https://community.virginmedia.com/t5/Virgin-Mobile/No-data-roaming-in-Italy/td-p/3709526

>>>

Hi cosmtig,

Thanks for getting back to me via PM. I have reset your data roaming service on the network now and it should be working.

Please restart your handset. You may need to manually search and select the network if the handset doesn't automatically connect.

Also note that it may take up to 24 hours for your local host network to update.

<<<<

[DJ_Shadow1966]

Hello

You can try the following if you have the newer (last 2 years) purple sim card, you can try the sim tool to get it working,

How to access the sim toolkit.

For Android:
Select Apps from the Home Screen
Select Virgin SIM Toolkit Icon
Select Roaming
Select 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 Select Mode
Select Automatic and go back to Home Screen

For iOS:
Select Settings from the Home Screen
Select Phone Icon
Select SIM Applications
Select Roaming
Select Select mode
Select Manual
Select International and you are done, go back Home screen to retry

To change back when returning to the UK:
Select Settings from the Home Screen
Select Phone Icon
Select SIM Applications
Select Roaming
Select Select mode
Select Automatic mode - you are done, go back to Home screen

**It is important that you set the SIM roaming applet back to Automatic mode once in the UK or you will not be able to access service when you return.**

Regards Mike

[Nitrogen]

Hi Dj,

Thank you for your answer. I just did that, and indeed something happened as it switched carrier from Tim to Wind, I also restarted phone just in case, I get a new 'Welcome to Italy' text, I send 'ALL' to 789 922 as per instructions, but I never get any reply from that, data still doesn't work.  😕

[Katie_WT]

Hi there @Nitrogen

Thanks so much for popping back - I am sorry that you;re still having issues. I can see from the thread that all roaming is active and you have also posted a copy of a message to advise we have ensured everything is active from our end. 

When abroad, you are using a 3rd party network and as such we are unable to guarantee that this will work. 

I do apologise. 

[Nitrogen]

Hi Katie,

Yes nothing changed after I followed your procedure, it's the second year I am in Italy and nothing works.

Could you follow the procedure that I posted in the first post?:

"I have reset your data roaming service on the network now and it should be working." From one of your support team ?

This seemed to work in the old thread I was reading. Thank you~

N

[Katie_WT]

My apologies, I thought that is what you had already done. 

Whilst it is possible to just switch off the roaming and turn it back on again (which is what is advised that has been done on the thread from 3 years ago) this is not always successful. As mentioned, when abroad, you are using a 3rd party Network which we have no control over whatsoever. 

As your roaming is working at other point on your travels a reset of the roaming is not expected to work I'm afraid. 

I have located your account from your forum information and as such we'll need to go through security with you before this can be done. Please look out for the Purple Envelope and pop me a reply when you can. 

Cheers

[Katie_WT · Accepted solution]

Thanks for your Private Message @Nitrogen

After checking the account, roaming had been deactivated.  We have now turned this on for you but please do be advised that this may not work as usually the device needs to be the UK to update.

Please reboot your handset for us and attempt a manual network search once again. 

Cheers

[Nitrogen]

yes now it works, it would be good to see that stuff do not get disabled like this, especially because customers have no way to determine that (in my settings roaming was always ON) . Thanks.

N

[Paul_DN]

Hi Nitrogen,

I am glad to hear you are now up and running, enjoy your stay in Italy, stay safe, I am not sure why it has been deactivated as this is usually only done if requested.

Kind regards

Paul.