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jwalk
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Virgin Media Wifi App "Your SIM card is not accepted"

I'm having trouble with the VM Wifi app. I get the message "Error. Sorry, Your SIM card is not accepted. Please check your account" every time I try to auto connect.

I have since been sent a new SIM from VM and the problem is still there.

Tried deleting and re-installing the app, exactly the same issue again. I can't use the app, as I can't even get the VM Wifi Profile to install because of this.

The technical people at VM inform me they have a ticket out but there is no date to resolve. I'm far from happy as this is restricting my (free) data usage or I pay additional charges to use mobile data.

Can anyone please help? (BTW mobile is an iPhone 6s with a pay monthly SIM only deal)

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Re: Virgin Media Wifi "Your SIM card is not accepted"

Hey jwalk

 

Welcome to the community and sorry to hear about your issue with the Virgin Media Wi-Fi app.

 

Is it just the app affected? Are you able to use all your other network services on the SIM card such as calls, texts and mobile data? Apologies for all the questions I'd like to get to the bottom of this as soon as I can for you.

 

Many thanks.

Dave


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jwalk
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Re: Virgin Media Wifi "Your SIM card is not accepted"

Hi,

Yes it is just the app, everything else appears to work fine. All other VM apps are good too.

I noticed there has been a very recent update to carrier settings which changed the data symbol from LTE to 4G but sadly the problem still exists.

Thanks
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Re: Virgin Media Wifi "Your SIM card is not accepted"

Hi jwalk

 

Thanks for the update. I'd like to look into this for you so I've sent you a private message which you can view by clicking on the envelope in the top right. 

 

Many thanks.

Dave


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jwalk
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Re: Virgin Media Wifi "Your SIM card is not accepted"

Thanks Dave, PM sent with my account details and password.

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jwalk
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Re: Virgin Media Wifi "Your SIM card is not accepted"

Many thanks to Kelly and Dave.

The app is now working fine, VM profiles have loaded onto the iPhone.

It's odd support didn't contact me again, but a win for the community.
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Re: Virgin Media Wifi "Your SIM card is not accepted"

Hey jwalk, 

 

I am so glad this is all up and running for you! Now you can relax and enjoy the festive period. Smiley Happy

 

All the very best to you and your family for 2017!

 

Take care, 

 

Kelly 

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chengyuan
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Message 8 of 44
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Re: Virgin Media Wifi "Your SIM card is not accepted"

Hi there

I found this page while doing a google search and I am having the exact same issue, with an iPhone 5S. I had also contacted technical support who sent me a new SIM card which has sadly not fixed the problem...

Any idea what the solution is?

Cheers
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Re: Virgin Media Wifi "Your SIM card is not accepted"

Hey chengyuan,

 

Welcome to the community!

 

A few things people have been trying myself included is uninstalling it and trying again, make sure the details you are logging in with are the same as what you would log into your virgin media online account. 

 

Give this a try, if this doesn't resolve this for you come back and let me know and we can look at other things. 

 

Take care, 

 

Kelly 

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chengyuan
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Message 10 of 44
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Re: Virgin Media Wifi "Your SIM card is not accepted"

Thank you for the reply Kelly

Unfortunately, I have tried this several times as well as switching my phone on and off and taking the SIM card out and putting it back in....

Having no luck and getting the same error message. I have just tried this again just now.
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