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IMPOSSIBLE TO RESET MOBILE ACCOUNT PASSWORD

I have been trying to reset my online virgin mobile account for weeks  - issue is instead of sending a link to my email to reset you send  it to the virgin sim. while i am sure this is helpful to some customers; I was advised to get the sim by a member of staff to provide an overall discount for out TV/ Broadband package. for this reason i am paying for the sim but said sim is not in a phone to receive any reset prompts i am requesting nor make free calls.
 
I do not want to call and be charged and have trawled through the web trying to find something as simple as an email address to contact someone - online chat is never available.
 
All in all, really helpful.
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