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Unable to make calls from US

Hi In the USA and am unable to make local or international callson my iPhone 7. Roaming is on and International Call Barring is off. Have changed mobile networks but it makes no difference. I recently upgraded my account and wondering if the previous settings that worked here have been set up (my account shows that they have) Any suggestions?

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Message 2 of 12
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Re: Unable to make calls from US

Hello
Thank for joining in on the forum, we will try the best to get your issue resolved.

You can try the following if you have the newer (last 2 years) purple sim card, you can try the sim tool to get it working,

How to access the sim toolkit.

For Android:
Select Apps from the Home Screen
Select Virgin SIM Toolkit Icon
Select Roaming
Select 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 Select Mode
Select Automatic and go back to Home Screen

For iOS:
Select Settings from the Home Screen
Select Phone Icon
Select SIM Applications
Select Roaming
Select 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
Select Roaming
Select Select mode
Select Automatic mode - you are done, go back to Home screen

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

Regards Mike

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Message 3 of 12
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Re: Unable to make calls from US

Thanks Mike. Tried your idea but made no difference.
The strange thing is that I can access mobile data and receive text messages. Just can't seem to make a phone call, I get three beeps and then a disconnection.
BTW the Sim Apps are now listed under Mobile Data in iOS 12.
Regards
Terry
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Message 4 of 12
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Re: Unable to make calls from US

I have tried 2 different networks in two different areas without success. I am unable to send a text message to Virgin support, "your message was not sent" My wifes phone is suffering from the same faults. Both of us upgraded our Virgin package in November19, they worked in the US before that so I suspect that our international call roaming hasn't been set up correctly. 

My effort yesterday to check if the mobile data is working has incurred a £5 charge!

By the responses that I have had this looks like a unique problem that can only be solved when I get home and I will have to deal with the hell that is Virgin Customer service.

Terry

 

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Re: Unable to make calls from US

Hello Terry

If you hang on a VM staff member will pick up this thread and help you.

Regards Mike

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Re: Unable to make calls from US

Hello TerryF

 

Apologies for the roaming issues whilst you're in the USA, not what we like to hear but we're happy to help.

 

Can you confirm you have tried a manual network search and that hasn't resolved the issue? You mentioned that you could use mobile data and texts at times but not others?

 

This would indicate that roaming is active and it may be an issue with the local network you're connected to. When you run the manual search have you tried all of the available options?

 

Rob

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Message 7 of 12
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Re: Unable to make calls from US

Hi Mike
I can confirm that I have tried using the manual network search, two networks ATT & T-Mobile have 4 bar strength, Sprint and Verizon are unavailable.
Re Texts I have received some but cannot send one.
Rgds
Terry
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Message 8 of 12
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Re: Unable to make calls from US

Thanks for the update Terry, are you unable to call any numbers or do you get the same problem on all calls?

 

When you have connected to the local networks have you tried to make calls as well as texts? Does the mobile data work across all networks?

 

Thanks

 

Rob

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Message 9 of 12
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Re: Unable to make calls from US

Hi Rob
I cannot make any calls local or international from my phone on either network. Data works on both networks.
Regards
Terry
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Message 10 of 12
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Re: Unable to make calls from US

Really confused now Terry! If roaming wasn't active you wouldn't be able to use any of the services whilst abroad (or outside of the EU) the fact that you're able to use some of the services at different times would indicate to me that it is a local network issue.

 

Has it worked at all whilst you have been away?

 

Rob

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