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iantaylor81
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No service abroad - Spain

I am currently in Spain and since 2-3 days I have 'no service' on my phone. I have tried contacting customer service multiple times now, but cannot get through. I cannot call from my own phone obviously. I have tried resetting my phone multiple times, taking my sim out, putting my sim in a different phone, selecting different networks manually. None of this works. It was working fine when I arrived in Spain and the two weeks before when I was travelling in Ireland. 

Can someone please help? 

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Emma_C
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Re: No service abroad - Spain

Hi Iantaylor81,  Thanks for your post and welcome to our community.  Really sorry that you're having trouble using the services in Spain, this isn't good.  Can I ask what phone you are using? Do you have the SIM tool kit app? 

Emma_C - Forum Team
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DJ_Shadow1966
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Re: No service abroad - Spain

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

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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iantaylor81
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Re: No service abroad - Spain

Hi Emma,

I am using a iPhone 8 and have an EE sim card - but through Virgin Media. I do not have the sim tool kit.

I have been trying for 4 days now to connect via the VM chat window and have been through all the security questions and chatted with an agent. I provided the long number on the sim card and all the information requested. The chat window expires when the agent doesnt come back quickly while they are off checking and then I am back at square one. So with no means to call (I tried on another persons phone - non UK - but the wait time alone was 45min + so it would cost too much) i feel like I am stuck in a constant time loop.

I also have issues opening this forum abroad as it says "no access abroad".

Please can you support?

 

Thanks

 

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iantaylor81
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Re: No service abroad - Spain

Hi Mike,

Thanks for your reply.

Although I am with VM I have an EE sim card, so do not have the sim tool kit.

I just replied to Emma, so not sure if you can see that? in short I am stuck in a loop of no return as I have no sim to call and the chat service times out and or I have literally spent hours trying to connect to an agent. I did and then it timed out when he asked me to give him a few minutes. Appreciate your support.

 

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Emma_C
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Re: No service abroad - Spain

Really sorry for the delay in getting back to you. 

I'm going to pop you a personal message to see what we can do to sort this, I look forward to hearing back from you soon. 

Thanks. 

Emma_C - Forum Team
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