At the risk of sounding like an idiot, should I receive a new sim card after I upgrade? I have received my new phone but no new sim and my old sim is too big!
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are you sure that your present SIM isn't one of the multi 3 in 1 "push out to size” type that you can reduce to Micro or Nano?
If not, you'll need to give the Virgin mobile team a call on 789 from your mobile or 0345 6000 789 from any other phone & request a replacement SIM.
Tell them about your upgrade and needing a new size.
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Brilliant - thank you for your help!