on 02-02-2023 12:36
I usually have to manually turn on international roaming using the SIM toolkit app. This time however the app has disappeared and so I cannot connect to any service. How do I get it back?
on 02-02-2023 13:14
Third post on the subject.
Not sure if anybody (including staff) knows the answer.
Suspect it is in preparation for making you an O2 customer and from that point it won't be needed.
But Virgin like to keep people in the dark.
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on 02-02-2023 14:18
Hi Mysterbee,
Thanks for your post, and welcome back to our Community Forums.
I'm sorry to hear there have been some problems with your device's Roaming Service and SIM Toolkit. We've raised this to the relevant teams and it has been advised that @enlli's thoughts on this are correct. The SIM Toolkit is no longer available for any SIM that is on the O2 Network (whether directly with O2 or one of our Virgin Mobile SIMs) as it is no longer needed.
You can update your Roaming service directly in your My Virgin Mobile portal, by doing the following once you are signed in:
Please let us know if you continue to experience issues with your Roaming, and we'll be more than happy to help further.
Thanks,
on 02-02-2023 14:48
Hi, those settings were already set up so not sure what else to do. Any other suggestions? I have no service at all atbyhe moment.
on 02-02-2023 14:52
As it was a SIM update have you rebooted the phone?
May also be worth taking the SIM out then reinserted it
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on 02-02-2023 15:24
Hi, yes I've tried all that but will do again cos you never know! Thanks.
on 02-02-2023 23:48
Hi, still no service or any way of getting one. Any more suggestions or help you can give please?
on 03-02-2023 08:44
Thanks for coming back to me @Mysterbee, and I'm sorry to hear that you're currently struggling to obtain a service currently.
Just to confirm, are you currently in the UK without service, or are you abroad without the services?
Kindest regards,
David_Bn
on 03-02-2023 09:26
I'm in Guernsey at the moment which doesn't count as UK!
on 03-02-2023 10:20
Thanks for coming back to me @Mysterbee.
Can you confirm if you have previously requested that no premium charges are allowed to be used on your account, or if the spend cap is set to zero?
As Guernsey is not in the EU, you may be barred from using the services due to the alternative settings in place on your account.
Kindest regards,
David_Bn