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.**
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I did get it sorted. I had to go and get a pay as you sim to call virgin customer services, they sorted it. When I was required to change sim, they obviously disabled the use abroad. Not impressed with Virgin to say the least, a lot of unecessary hassle just because they didn't set my 'forced' sim change settings / account, the same as old sim settings / account, despite being told the sim change would not alter any of my previous plan.
But yes, all sorted and thanks to those that tried to help.