No roaming network connection in Spain

[Herb61]

Hi - I manage x 3 Virgin pay monthly sim accounts for myself and my family. My son travelled to Spain yesterday but is unable to use any Spanish network. All settings are correct and roaming is on - in fact nothing has changed since it last worked in Europe. I've spoken to customer support who have taken a look and restarted the sim/service but still no connection with a cold phone reboot. Any advice? 

[Kain_W · Accepted solution]

Hi Herb61,

Thanks for your post and welcome back to the community!

Sorry to hear your son is facing issues with his SIM.

Can I ask whether your son is able to adjust which network they are connecting to?

Thanks,

[Herb61]

Hi - he's tried to connect manually to all available Spanish networks without success. He's in Malaga and his friends on other providers are all able to connect. 

[Kain_W]

Thanks for the reply Herb61,

I've dropped you a PM so we can run through some further details.

Thanks,

[enlli]

Make sure roaming in the SIM Toolkit is set to international 

[Herb61]

Messaged Sim Kit instructions and it's fixed it - many thanks for your help !!😊 👍

[enlli]

Glad it's working

Remember to set back to National or Automatic on return

[Kain_W]

Great news Herb61,

I'm glad that is now sorted for you.

We'll pass this on for feedback also so we can advise further in the future!

Thanks and take care,