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Roaming not working AND can't log in to account

Joining in

I've just arrived in Latvia and found that my phone won't connect to any of the local mobile networks. I have tried switching my phone off and on as well as manually inputting APN details to no avail.

Next I tried to log into my account to check if I needed to activate roaming on my account. I noticed that the Virgin Mobile Android app had logged me out and so I would need to log in again. I found that my login details weren't being accepted.

Investigating further, I noticed that I have not received any bills to my email inbox since May 2021 although I have still been paying my direct debit. I suspect this is because I have changed email addresses and may have forgotten to update my email address on my Virgin Mobile account.

Weirdly I do have an account associated with my new email address, but no phone numbers associated with it and the account number is different from that on the last bill I received.

I tried the forgotten email and password procedure but that does not recognise any of my details either.

I would appreciate a rep from Virgin talking to me through text chat to fix this issue.


Forum Team
Forum Team

Hi @camlewwri thanks for your post, although I'm sorry to hear of your concerns raised regarding roaming not working.

Please allow me to send you a PM so I can look into this further for you.

Kindly expect this to arrive shortly and respond directly when you can!

Many thanks