A local Sim card may be the best way to cut roaming charges
I HAD to go, at short notice, last August to Australia to take care of elderly relatives. I set up a mobile roaming service with Virgin Media. I received messages to say it was working, by text in both Singapore and on arrival in Brisbane. But it never worked.
I texted my husband at home to chase Virgin. He did so a few times, always being reassured the service would be restored. It never was.
I could only arrange transport in Australia with my mum’s phone but she was concerned at the cost. Without her, I had to rely on the kindness of strangers who let me use their phones.
Because my visit involved legal issues, I had to contact home often. Texting worked but had to be broken up because they were lengthy and when I returned I found I was charged for each 160 characters. And at Singapore on my return journey, Virgin sent a text to say my service was being withdrawn immediately. So I could not let anyone know my UK arrival time.
The first Virgin person I spoke to confirmed that I did not have roaming – despite my texts. The bill would be £147. I then spoke to seven other people, the last offering me £44 back for the roaming charge which I had paid. I have not received this. Susan B WHICH? SAYS: This is a mess. You had the foresight to pay for roaming – thus reducing your bill – before you went. It should have been simple. You received texts to confirm it was working.
Virgin says your phone was set for roaming before you went but “unfortunately this stopped working, but was out of our control” as “we can never guarantee the service” of overseas phone providers. That’s fair, but your husband’s complaints and your eight calls to Virgin before you contacted Which? hardly suggest acceptable customer service.
Virgin has now apologised and offered £80 to compensate you for the cost of the texts and your inconvenience. You have accepted this. It goes some way to make up for calls you paid for in Australia.
Due to your family emergency, it was hard to pre-plan. But as a general rule, it’s better to get a local Sim card when you are likely to need a phone abroad for substantial use. Many phones accept dual Sims – or use an old handset.