Roaming stopped working

[judi237]

My roaming stopped working all of a sudden! How can I get back online and on mobile data? 

[David_Bn]

Thanks for your post on our Community Forums @judi237, and a very warm welcome to our Community Forums!

I'm sorry to hear of the issues you've experienced with the roaming services.

Can you possibly try switching roaming off on the handset for 30 seconds and then flicking this back on for me?

This did the trick for me whilst I used the roaming services in Greece recently.

If that doesn't work, can you please attempt a manual network search on the handset and see if you can connect to a different network to access the services?

Kindest regards,

David_Bn

[rhiiannonn]

Hi I'm currently experiencing the same issue, my mobile data has been working fine abroad for the past few days but then it stopped working earlier today. I've tried restarting my device and switching roaming on and off but it is still not working. Any other suggestions? Thank you

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@David_Bn wrote:

Thanks for your post on our Community Forums @judi237, and a very warm welcome to our Community Forums!

I'm sorry to hear of the issues you've experienced with the roaming services.

Can you possibly try switching roaming off on the handset for 30 seconds and then flicking this back on for me?

This did the trick for me whilst I used the roaming services in Greece recently.

If that doesn't work, can you please attempt a manual network search on the handset and see if you can connect to a different network to access the services?

Kindest regards,

David_Bn

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[Natalie_L]

Hi rhiiannonn, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear you are experiencing an issue with your mobile data whilst roaming. 

Can you please confirm if you are currently in the EU or outside of this? Also, if you have the My Virgin Media app, can you please visit this to check if you have data remaining and if you have a spend cap active on the account? 

We would also recommend checking that your settings are still all correct.

For Android:
Select Apps from the Home Screen
Select Virgin SIM Toolkit Icon
Select Roaming
Select Mode
Select Manual
Select International, you are done.

To Switch back when in the UK:
Select Apps from Home screen
Select Virgin SIM Toolkit Icon
Select Roaming
Select Mode
Select Automatic and go back to Home Screen

For iOS:
Select Settings from the Home Screen
Select Phone Icon
Select SIM Applications
On newer iOS 14 - Settings -> Mobile Data -> SIM Applications
Select Roaming
Select Mode
Select Manual
Select International and you are done.
 

Thanks, 

[rhiiannonn]

Hi Nat,

Thanks for getting back to me quickly. I'm in the EU and I have plenty of data remaining with no cap.

I changed the SIM settings as you suggested but the 4G icon is still greyed out so I'm unable to access the internet without WiFi. Is there anything else I can try to get my data working again?

Thanks,

Rhiannon

[Natalie_L]

Thank you for your reply. 

Can you please confirm which handset you are using? 

Also, are you able to run a manual network search via the settings? If so, you should be presented with a list of providers. Once this list shows, can you please try another provider to see if this works? 

Thanks, 

[rhiiannonn]

I'm phone is a Motorola G9. My internet was working for a few days but it has stopped working again. I've tried the manual search but it said it was unable to connect to the other network that came up on the list.

[Carley_S]

Hi @rhiiannonn

Thanks for trying this. Let's see if refreshing your profile at our side fixes the issue. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon. 

[Carley_S]

Hi @rhiiannonn

Thank you for joining me on private message. Glad that roaming has started working for you again. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).