Virgin Media Community

[donnalouisecarp]

Hi! 

I'm away in Italy and have no signal or roaming. I've turned it on and off, it just doesn't seem to have changed. I then tried to access my account and the website keeps telling me that my account can't be accessed; I need to be able to use my phone! 

[Tom_W1]

Hi @donnalouisecarp, thanks for your post although I'm sorry to hear of your concerns raised.

Can you please firstly confirm if you turned on your mobile roaming before you left the UK, or did you turn this on once you landed? 

Many thanks

[donnalouisecarp]

Yes I did 

[Kath_F]

Hi donnalouisecarp, 

Thanks for coming back to Tom on this one. I'm really sorry but can you confirm which question you're answering yes too as I can see Tom asked you 2 questions 🙂 

Thanks, 

Kath

[donnalouisecarp]

Yes to both 

[Kath_F]

Hi donnalouisecarp, 

I am sorry, the answer to the questions can be either or and not yes to both. 

Did you turn on the roaming when in the UK before you left or did you turn on the roaming after you had arrived in Italy?

It's important we know when this was done as this could be why you're having the issues you are having. 

Thanks, 

[donnalouisecarp]

Hi, I put it on before I left as advised online, I then retried putting it on after being here a few hours because it wasn't working 

[Kath_F]

Hi donnalouisecarp, 

Thanks for coming back and expanding on that. 

Is your phone connecting to any Network at all? If not, please try doing a manual search and joining a network to see if this forces a connection. 

Keep me posted on how you get on. 

Thanks,