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Unable to make any calls

brynknowles
Joining in

on ‎15-07-2022 12:59

All of a sudden i am unable to make or receive calls to my phone. Contacted Virgin, totally useless. I have a Samsung Galaxy A51. Virgin told me to go to settings, roaming, mode and select international. After i told them i could not find it, they said check networks which i did.....nothing. After a fruitless hour of wasting my time, they said call the faults team.......erm, i cant as i cant make calls. Is there anyone out there that may be able to help as i am in Germany working. Everything was fine until about three hours ago.

Help urgently needed 

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3 REPLIES 3

Paulina_Z
Forum Team
Forum Team

on ‎15-07-2022 13:11

Hi @brynknowles,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear that you're experiencing some issues with your ability to make and receive calls while you're abroad!

I can understand how frustrating this must be for you at the moment. Have you taken a look at our Germany Roaming page for some information about Roaming charges? 

Have you only just arrived in Germany? How long did your service work for while you've been there? Have you taken a look at our Using Virgin Mobile Abroad page to see if this can help at all?

Is this the first time this issue has occurred while you have been abroad?

Do you have an active Spend Cap? Have you checked that this is still available? Please go through these checks so we can identify why this issue occurred.

Thank you. 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
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brynknowles
Joining in
In response to Paulina_Z

on ‎15-07-2022 13:43

Thank you for the reply,

I have now got the issue sorted. I was aware of the issue as it had happened before. I asked your guy to check the network settings as this was the issue previously. 

However i did waste 2 hours of my life, because they wouldn't listen. Sadly Virgin customer services is actually getting worse!

 

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Paulina_Z
Forum Team
Forum Team
In response to brynknowles

on ‎15-07-2022 13:51

Hi @brynknowles,

Thank you for coming back to me and confirming that your issue has now been resolved! I'm very glad to hear that. 🙂

Sorry that it took you a while to have this issue resolved. 

If there's anything else we can do to help, please let us know. We're here to assist.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs
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