I have the same problem with my order i try to 3 times and still not work
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technical glitch with new mobile phone order
You could also try giving Virgin mobile customer services a call on 789 from a Virgin mobile if you already have one
Or 0345 6000 789 from any other phone and see if they can advise you.
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Phoning is the only answer.
789 from a Virgin Phone
0345 6000 789 from any other