Roaming not working - can't call even the support phone

[NomadicAG]

Hello! I've spent 4 months in Slovakia this year and my service was working excellent, roaming through the local Orange network tower. Last week I went for a trip to Latvia and after the return my roaming worked for about 4 hours and then disappeared completely. I've been with no connection for 4 days now. I'd love to call the help centre but sine I have no reception I can not do that. And I don't have anyone here to borrow their Slovak number to call abroad for a cost. I've tried all the possible suggestions about resetting an manual network choice etc. nothing works. And I can not find and email or live chat or anything like that to contact Virgin, apart from a telephone number which is useless at the moment. I seriously need some help here to get in touch to see if this can be fixed.

Thanks

Arta

[Natalie_L]

Hi NomadicAG, 

Welcome to the Community and thank you for getting in touch 

I am very sorry to hear you are experiencing issues using the roaming service. 

I appreciate you have advised you have tried a few steps yourself but just to confirm, when you go to manually select a network, are you provided with different options or are there no networks showing available?

Thanks 

[NomadicAG]

Hi! Yes, there are options offered when I try manually to pick the network. There are 3 showing and the only one that usually works in this area (I know this from people who live here) is Orange, and it does come up but when I try to connect - no signal at all. And that's the one that was working perfectly fine for 4 months before. My partners phone has the same problem but her phone (Samsung) says "your sim card does not support a connection with Orange" when she tries to connect to it manually. My iPhone says nothing - just does not work.

I recently got a replacement sim card because of the changes in roaming that are coming (I was told I couldn't use my old one after the October). I activated this new sim card coupe of weeks ago and everything was fine. I don't know if that's somehow connected at all but thought to mention it in case it is.

[Alex_RM]

Thanks for getting back to us NomadicAG,

Can you please confirm that the new SIM was activated in the UK?

Alex_Rm

[NomadicAG]

No, it was activated while here in Slovakia. I did that around 3 weeks ago and everything worked fine until this Monday.

[Tom_F]

Sorry about this NomadicAG. I'd like to take a closer look into it, please get back to me via PM (the purple envelope icon) and we'll do all we can to help. 

Tom