Unable to make/receive calls abroad

[Fionnula123]

I use a Samsung Note9 and can't use my phone to receive or make calls abroad. I can access SMS and data roaming, but can't receive/make calls. Is this happening to anyone else? Does anyone know how to get the calls activated on this?

[Natalie_L]

Hi Fionnula123, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear you are experiencing issues with your service whilst abroad. 

Can you please check the following settings on your handset?

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

Thanks, 

[Fionnula123]

Thanks, Natalie. I've already done that but it doesn't seem to work. I am still unable to make calls.

[Natalie_L]

Thank you for confirming, you have checked the settings. 

When you manually search for a network. are you provided with different options? 

Nat 

[Fionnula123]

Yes, a few options come up - AT&T, Verizon Wireless, T-Mobile, etc.

[enlli · Accepted solution]

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@Fionnula123 wrote:

Yes, a few options come up - AT&T, Verizon Wireless, T-Mobile, etc.

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Have you got a high enough spend cap as calls are ridiculously expensive, and if data is on you can go through £50 in minutes 

Usually T-Mobile is the most reliable network 

[Natalie_L]

That's a very good point from Enlli, can you please check and confirm if you have a spend cap on your account?

Also, if you switch between the available networks, does this help at all?

Thanks, 

[Fionnula123]

My cap isn't very high, but the problem is - it doesn't even ring when I try to call any UK number. It automatically just cuts and ends the call.

[Fionnula123]

Based on your advice, I've removed the spending cap and I now seem to be able to make calls. Yay - one down, another to go. I am still unable to receive calls - it automatically goes to voicemail. Any thoughts on that?

[Natalie_L]

That's great to hear. 

With the calls, do you have a good signal at the time? 

Is this happening with all calls? 

Thanks,