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andres_n
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"call us on 789 from your old SIM" is not helpful with my first SIM ever

recently became a Virgin Mobile client, received SIM, but wrong size (not micro-SIM that I specifically asked for), made complaint, received micro-SIM. Then tried to activate via internet, but it keeps saying "Sorry, but we haven't been able to activate your new SIM card. Please call us on 789 from your old SIM to get this sorted.". I CAN NOT call from my old SIM, because this is my first SIM ever from Virgin Media (I didn't try to activate after getting that first wrong sized SIM, maybe that was a mistake? But I had no phone to put it in anyway). On top of that I already ordered moving my old number from O2 (which kind of adds to the stress, could my old SIM get shut, and new still unable to activate?)

And what exactly should I do now to get this sorted?

Thanks!

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Forum Team (Retired) Mat_H
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Re: "call us on 789 from your old SIM" is not helpful with my first SIM ever

Hi andres_n,

 

Welcome to the forums Smiley Happy

 

I'm really sorry for any confusion caused on our part!

 

To get this all sorted, give us a call on 0345 6000 789. The team will be able to make sure this is all sorted for you.

 

Let me know how you get on.


Thanks,

Mat


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Re: "call us on 789 from your old SIM" is not helpful with my first SIM ever

Hi Andres_n,

 

How did you get on with this?

 

Let me know if there's anything I can do to help you Smiley Happy

 

Thanks,

Mat


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andres_n
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Re: "call us on 789 from your old SIM" is not helpful with my first SIM ever

Hi Mat,

 

thanks I'm all fine by now, it turned out the answer was just to wait.

(it took 4 days, instead of 1 day that I kind of assumed, but maybe it was the number switch combined with SIM switch situation that created longer delay as advertised)

 

Regards,

Andres

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Re: "call us on 789 from your old SIM" is not helpful with my first SIM ever

Glad to hear it's all sorted Andres Smiley Happy 

 

Sorry it took a little longer than usual!

 

Let me know if you need anything at all.

 

Thanks,

Mat


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