on 03-04-2022 12:20
Hello
I am in Martinique and received an SMS saying welcome to the US. I can't use my roam as from home. Martinique is French territory. Not sure what to do and can't find a chat box for Virgin.
Any suggestions?
Thanks
on 03-04-2022 12:33
Hi @ralfsfeir,
Thank you for your post and welcome to our community forums. We're here to help.
I am incredibly sorry to hear that you're facing some issues using your mobile services outside of the UK. Did you request to activate your roaming services at least 24 hours before leaving the UK? There's a load of roaming advice detailed here.
Thanks,
on 04-04-2022 11:44
Yes I did. Also spent hours yesterday with support to fix it. But still not working. Not sure what else I can do.
on 04-04-2022 12:01
Hi ralfsfeir,
Thanks for trying
We can look at resetting your roaming from here
But it may still be the same as we can only connect to the local networks when out of the UK
Can you let me know if you wish to go ahead and pass security
Gareth_L
on 04-04-2022 12:07
Thank you for your reply Gareth. Yes please we never know. Thx
on 04-04-2022 13:19
Hi ralfsfeir,
I have sent you a private message
If you can check the purple envelope top right of your screen that would be great
Regards
Gareth_L
on 10-04-2022 16:10
Hey there,
While I am satisfied with the customer service and you trying to sort the roaming for me in Martinique I must say I am disappointed with the roaming not working in a French territory. The reason I got engaged with Virgin for a year is for the roaming service. Unfortunately it didn't work when I needed it and can't trust it, not sure if someone can looking into this as it must impact other users? Is it mobile related or is it providers deal you have with in that zone? I hope I didn't get charged roaming fees while in Martinique. Thank you
on 11-04-2022 10:19
Hi Ralfsfeir,
I am sorry to hear you feel this way, as much as we would love our service to be at fault free we cannot guarantee it will be. If the country you visited is listed under our free-roaming and you are charged we will look at rectifying this.
Zoie