I've been a Virgin Mobile customer for about 8 years. I recently ordered a new phone and package and my welcome letter said 'Slip in your SIM card and off you go'. Despite my old package being turned off my old phone after text messages welcoming me to my new package, trying to use my new phone to make a call, I had an error message 'no network connection'. I phoned the helpdesk, spoke to an assistant who spoke poor English, and was told the SIM in my new phone had not been activated. She also told me it would take 24 hours for this to happen! So I've been an entire (Bank Holiday) weekend with no mobile service. Appalling service for anyone but as a loyal customer...just not good enough!
I'm sorry to hear that you had issues with activating your new sim. My colleague is correct in saying this can take up to 24 hours to go through. I apologise for any frustration caused on our part. Is this all working okay for you now?