Hi Michael, apologies that the links did not work for you.
Can you confirm if you have rebooted your phone since travelling abroad? If you can also confirm which country you are in we may be able to provide further support if you still cannot access any of our support links.
Here is the data you may find useful from the page link provided:
I can’t connect
Firstly, you can check that you’re all set up to use your phone abroad by simply logging into Your Account
It’s also a good idea to check that there’s network coverage where you are. See Roaming Costs to check the coverage in the country you’re visiting.
You can also try turning the phone off and then back on again. Sounds simple, but it'll refresh the network signal on your phone and, more often than not, it does the trick. If that doesn't work, you can try a manual network search. Here's how:
- Go into Settings on your phone
- Now go to Phone Settings
- Then choose Network Selection
- Select Manual network selection instead of Automatic and let the phone search for available networks. This might take up to a minute
- Now you should have a list of networks you can use
If your phone has a removable battery and you are still stuck, try what we call a hard reboot. Just remove the battery from your phone without turning it off first, then wait about 20 minutes before putting it back in and switching the phone on.
This reboots your phone and it normally does the trick.
I can’t call, text or use data
Using MMS service while abroad – If you experience any failed attempts to send MMS messages abroad this issue will not affect your monthly airtime allowances and you can still use data and SMS services to keep connected while roaming. Please remember you can still use WhatsApp and Facebook Messenger to send your holiday snaps and these apps are free while roaming in the EU. Outside of the EU data charges will apply; visit virginmedia.com/roaming for further pricing information.
If you’re having problems making a call, sending a text or using your mobile data, you should check that your account is set up correctly for roaming.
If you're a Pay Monthly customer, and you’ve been with us for less than 3 months, we may ask you to pay a £50 deposit before we'll enable roaming.
Firstly, check that Roaming is switched on and that your International Call Bar is turned off in Your Account. To do this:
- Log in to Your Account and go to Plan and Device
- Select the Manage Services tab
- From there, scroll down to the Roaming section
- Click the slider to the On position
- Whilst you're there, check that your International Call Bar is also switched off. Then you're all set to go
Still can't use data?
Your phone settings
To switch on/off data roaming, have a peep at your phone manual and ensure Data & Data Roaming options are turned ‘ON’ in your device settings. Or check out Virgin Mobile phone support for help.
Access Point Name (APN) settings
You’ll need to also check the APN selected in your device is shown as Virgin Mobile, and not another network provider.
You can update the APN settings by selecting your mobile from our Virgin Mobile phone settings list, or just text 'All' to 789922 and your settings will arrive to your handset, ready to be saved.
Remember, for some handsets you may to do this again when you're abroad for the first time, or if you've reset your phone since then.
Reset your account settings
If you still can't get data, log into Your Account and switch Roaming ‘OFF’ (wait 24 hours to complete) then back ‘ON’ (again, wait 24 hours to complete) following the steps above.
Let us know how you get on with this. All the best.
Molly
