Virgin Media Community

[Denwil61]

Am currently on holiday in the Canary Islands. I can't make or receive calls due to no network being found. Also I can connect through WiFi to the Web but not through mobile data.......have tried everything I can think of but now I'm at a loss as to why nothing works. My wife is also on virgin and her phone works perfectly. Any help would be gratefully received

[Steven_L · Accepted solution]

Hey @Denwil61,

Welcome back to the community and thanks for taking the time to post.

I'm really sorry to hear of the issues that you're having in the Canary islands using your mobile. 

Did you activate roaming on your device before you left the UK?

Have you followed all of the advice on our roaming hub section here?

If your wife's services are working, did she get a new sim card recently?

Regards,

Steven_L

[Denwil61]

No I didn't turn roaming on but i did turn it on while I'm here. Would that be the reason my mobile data isn't working too

[Steven_L]

Thanks for coming back to us @Denwil61, yes that can prevent your handset from working whilst outside the UK. Did your wife turn roaming on or did she do the same as yourself?

Have you tried to check your online account to see if roaming has been fully turned on?

Regards,

Steven_L