Spending cap and phone not being able to make or receive call

[Sue671]

I am at present in New York. My iPhone does not seem able to make or receive calls. I increased my spending cap - put on Mobile Data and Data Roaming - still no joy. I did manage to ring Voicemail - but not properly - and for my troubles £7 was taken off. Apparently the whole £20 disappeared in seconds - and yet I cannot see it in usage. I needed to talk to my Credit Card Company - they rang me several times - bot it just cut out. I have no idea what I have been charged £20 for - appalling service! Sue Abbott

[Jodi_S · Accepted solution]

Hi Sue671,

Aa warm welcome and thanks for posting on our community forums. We are sorry to hear that you're facing difficulties when roaming in the USA.

You advised that you have been charged £20 already, can we ask if you're able to connect to mobile data?

The charges for roaming in the USA are here https://www.virginmedia.com/help/virgin-media-roaming-hub/usa

Unfortunately, if you have been charged for listening to your voicemail this is charged at £2 per minute.

Data is charged at £5 per MB, so if you have connected to a network, this may be where the charge has come from. Unfortunately, your mobile account will not update the charges for 48 hours.

With regards to your calls and text, please check the link here https://www.virginmedia.com/help/mobile/using-virgin-mobile-abroad.

You can also try our sim tool kit, which may help.

Follow the instructions below.

How to access the sim toolkit.

For Android:

Select Apps from the Home Screen

Select Virgin SIM Toolkit Icon

Select Roaming

Select Mode

Select Manual

Select International-you are done, go back to Home Screen

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, go back Home screen to retry

To change back when returning to the UK:

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 Automatic mode - you are done, go back to Home screen

It is important that you set the SIM roaming app back to Automatic mode once in the UK or you will not be able to access service when you return.

Kind regards Jodi.