I changed my account to SIM only some time ago. However, the phone that currently registered to the account is the last phone I had obtained from them (Nokia 6300!).
I wanted to update VM with my latest phone so that it can be blocked should I lose it or it gets stolen. So I rang 789.
The agent told me first of all that he could not do the update online as my new phone was obtained from a third party, i.e.not VM. It had to be done manually! The main reason given was that they have to crosscheck the IMEI number with the phone type information I gave them.
The bummer is that it takes up to 14 days to process this. Just hope that I don't lose it or have it stolen in the meantime
I have updated Virgin with my new phone but they cannot update your phone and IMEI number on your On-line account so whenever you go into that it still shows your old phone. And before anyone at VM says anything I updated my previous phone through them and it still shows my first phone that I had with them on my on-line account. Its very frustrating this cannot be changed and shows how behind the times and inflexible they are at times.