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Roaming abroad not switched on

Joining in

Help I’m on holiday in Europe have no local network service so can’t send or receive text messages or phone calls. Only have WiFi. Virgin account wont let me turn roaming on says about soft lock on account. It really should not be this difficult!!! Can someone help me please asap? Thanks


Forum Team
Forum Team

Hi @izzy_abroad 👋.

Thanks for reaching out to us, we would have to bring you into a private message in order to look into this for you. Please be on the lookout for my message in your envelope, which is located under your profile icon when using a mobile device.




sorry I can’t see the envelope to open your message and reply. 


Thanks for coming back to us @izzy_abroad.

Can you please try logging out and back in again, to see if this allows you to open the inbox?

Alternatively, please clear the cache on the browser you're using, to see if this does the trick.

Kindest regards,


Very Insightful Person
Very Insightful Person

Soft Lock means you are about to be moved over to O2. While that is happening changes can't be made.

All part of the "seamless and smooth transition" that was promised 😒

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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