Phone not working in Canada despite checking before I left and being told it was set up.

[JimHughes]

I called virgin before leaving the UK and was told my phone would work abroad  Despite roaming on and international call barring off I cannot use it to make calls. Please advise. Thank you. 

[enlli]

Always worth doing this:

For Android:
Select Apps from the Home Screen
Select 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 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:
It is critical that you set the SIM roaming applet back to Automatic mode once in the Uf Settings > Mobile Data > Sim applications
Select SIM Applications
Select Roaming
Select Select mode
Select National - you are done, go back to Home screen
**

[Jodi_S]

Hi JimHughes,

A warm welcome and thanks for posting on our community forums. Sorry that you're experiencing difficulties trying to use your phone whilst in Canada.

As our valued member @enlli has given some brilliant advice on how to check your settings, please can you let us know if this has worked for you.

We can certainly double check your account to make sure the roaming has been set up correctly for you. In the meantime, we have included a help guide here.

Please let us know if this is something you would like us to do. 

Kind regards Jodi.