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Imma
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roaming call

I have a family plan mobile phone which one belongs to my husband, he is currently in Greece working and he cannot receive calls or text anyone but he can make calls. I have called customer care twice and they can't help although it took on both occasions well over an hour to try and explain the problem. I am not understanding why Virgin is the only provider who cannot fix phone issues if you are abroad. As soon as my husband comes back I will be changing as this is bad. All the help offered was what was written on the website anyway and we tried it all. So, does anyone have any ideas?

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Emma_C
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Re: roaming call

Hi Imma, 

Really sorry that your husbands SIM isn't fully working abroad, this isn't good and I can appreciate the frustration. 

I'm sure it is something we can fix for him but we'll need to know some more details.

Can you confirm the make and model of the phone he is using?

 

Greece is within our roam like home policy so there's no reason he shouldn't be able to use the services. 

Whilst he cannot call or text, can you confirm that these are to UK mobile numbers and does data work?

Emma_C - Forum Team
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DJ_Shadow1966
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Re: roaming call

Hello

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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