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zampawall
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using phone abroad

I was recently sent a new sim from Virgin mobile and told that I had to start using the new sim. I contacted virgin and was assured that nothing would change.

Having just arrived in Portugal, I find that my sim does not want to work. With my old sim I could use it abroad.

Data roaming and everything is on.

Cannot find an email address to contact them to get the issue sorted and obviously with a sim that does not work, I cannot phone them.

Any help or suggestions?

 

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DJ_Shadow1966
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Re: using phone abroad

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

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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zampawall
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Re: using phone abroad

Thanks for your reply, I have done what you suggested. When trying to use the phone it is saying not registered on network.

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Emily_G
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Re: using phone abroad

Thanks for the post Zampawall and welcome to our community.

 

Can we please confirm if you've been able to access this since your post?

 

Did you manually select a different network on your handset?

 

Let us know, Emily.

 

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zampawall
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Re: using phone abroad

Hi Emily

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.

Kind Regards

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Emily_G
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Re: using phone abroad

Thanks for the update and good to hear this was fixed for you.

 

If you have any further queries please don't hesitate to get back in touch.

 

Thanks, Emily.

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