Roaming data and calls

[stanner]

I can make calls but have no data whilst abroad, also when somebody rings me I can't hear them but they can hear me. I rang Virgin and they told me to manually search for network and they will ring me back. Never did and it didn't work. I am all set up correctly!!!! Not a mention from them about me not being able to hear anybody on an incoming call. I am currently abroad and the service from Virgin to resolve this common issue from looking through posts is rubbish.

[David_Bn · Accepted solution]

Thanks for your post on our Community Forums @stanner, and a very warm welcome to you!

Sorry to hear of the issues you've been facing whilst roaming.

Can you please confirm that roaming was switched on, on both your account and handset before you left the UK?

Where are you currently trying to use the services? Does this happen in multiple locations or just at your hotel/apartment? 

When manually switching networks, which ones have you attempted?

Kindest regards,

David_Bn

[stanner]

Hi

Roaming was switched on the account but not the phone when leaving the UK. I am in Slovenia but had the same problem in Turkey. I tried connecting manually to all available networks but didn't work. I cannot get data anywhere abroad. I can make calls but when I receive a call I can hear the caller but they can't hear me.

[Kath_F]

Hi stanner, 

Thanks for coming back to us on this one. We're sorry that you are no closer as of yet. 

When putting your SIM card in to another device, are things then working or do you have the same issues with the data not working and not being able to hear when receiving calls?

We also need to check if the SIM toolkit as been switched on:

For an Android phone, please can you do the following: Selects Apps from your home screen > Virgin SIM toolkit > Roaming > Mode > Manual > International. Once this has been done you might need to reboot. Let us know if this works for you. 

For an iPhone, please can you do the following: Settings > Phone > SIM Applications > Roaming > Mode > Manual > International. If you’re using a newer iOS, then you it will be under Mobile Data instead of phone. Once this has been done you might need to reboot. Let us know if this works for you. 

It might be worth rebooting the device and trying to do a manual network search again to see if you can connect to any others and see if that helps. It could be that the networks you've connected too previously maybe doesn't have the best signal where you are. This is out of our control as we don't use our own networks outside of the UK. 

Pop back and let us know so we can help further. 

Thanks, 

[stanner]

Hi

I have carried out all your recommendations above but to no avail. I am out of the UK now until the end of November without mobile data!!!!!! Now what?????

[Kath_F]

Hi stanner, 

Thanks for coming back to us on this and letting us know that the above didn't work. 

The only other 2 things I can think of for why it wouldn't work is if you have either turned off the Mobile Data by mistake on the device in which case this would stop the data working or the other thing would be if you have a spend cap in place. 

Depending where you are, there may be charges for using your phone. If you have a spend cap and this has already been reached, it wont allow you to do anything that would increase your bill. 

You can check this by logging in to your Mobile account. 

In terms of not being able to hear anybody on an incoming call, this is a known issue that the teams are looking in to currently. 

Thanks, 

[stanner]

Hi

My mobile data is switched on.

I do not have a spending cap on my account.

What about a faulty SIM or a fault with Virgin?

Obviously as I am abroad until the end of November if it is the latter, that's me with no mobile data!!

[Kath_F]

Hi stanner, 

Everything is active from our end and this isn't a widespread issue. 

As we don't own the masts abroad, there is never a guarantee that a connection will happen I'm afraid. 

We can try a replacement SIM but this would have to be activated in the UK beforehand. Do you have a friend or family member who can pick the SIM up from your account address, activate it and then send to your International address? 

If not then there won't be anything else we can do I'm afraid. 

Thanks,