Forum Discussion

jonboyMP's avatar
jonboyMP
Tuning in
2 years ago
Solved

No Sim Card

Hi,

so I took out a VM Volt package a few weeks ago. Everything is now installed however I still haven’t got a SIM card which was part of the deal. I had an email saying that as I already have an O2 account registered to my email address ( for other mobiles ) they couldn’t send a SIM card and gave me a number to call. I called the number and was passed back and forth between VM and O2. Neither of which could help at all. VM kept giving me an order number which O2 have no knowledge of !!  I’m fed up with going round in circles and wasting my time. This surely is a common enough issue ! The SIM card now appears on my account in the App but I don’t have it ! Can anyone help !!

  • Liane35's avatar
    Liane35
    2 years ago

    Hi there, I have the same problem.  I ordered a new Volt pacakge a few weeks ago, install for TV was on 25th November but have still not received the new SIM card.  Have been in touch with O2 who cannot track anything with the Virgin order number and were unable to help.  How do I resolve this?

  • John_GS's avatar
    John_GS
    Forum Team
    2 years ago

    Hi jonboyMP 

    Thanks for posting and welcome to the community.

    Very sorry to hear you've not received your SIM.

    I'll send you a PM now to assist further.

    • Simon616's avatar
      Simon616
      Joining in
      2 years ago

      Hi, I have the same problem, have had virgin TV and Internet fitted but still no sim card. 

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)
        2 years ago

        Hi Simon616 👋

        Thanks for posting, and welcome to the Forums.

        I'm sorry to hear you're experiencing the same situation. For clarity, have you spoken with O2 to confirm whether an order has been processed? What has been advised?

        If an order has already been processed by one of our team, then the team over at O2 will be able to order a replacement SIM.

        Thanks,

  • Liane35's avatar
    Liane35
    Tuning in
    2 years ago

    Hi there, I have the same problem.  I ordered a new Volt pacakge a few weeks ago, install for TV was on 25th November but have still not received the new SIM card.  Have been in touch with O2 who cannot track anything with the Virgin order number and were unable to help.  How do I resolve this?

    • jonboyMP's avatar
      jonboyMP
      Tuning in
      2 years ago

      There must be loads of people in the same boat. I’m still without a solution.  I was due a call back today but haven’t heard anything 🤷‍♂️

      • Beth_G's avatar
        Beth_G
        Forum Team
        2 years ago

        Hi jonboyMP,

        I'm sorry to hear that. Were you expecting a call back from O2 as advised in PM with John?

  • RoberK1981's avatar
    RoberK1981
    Just joined
    12 months ago

    Same here - given the roundround from O2 to Virgin - o2 advised need to speak to Virgin and can not get through to anyone.

    • Molly_T's avatar
      Molly_T
      Forum Team
      12 months ago

      Hi RoberK1991 👋 welcome to the community forum! Thank you for posting. 

      Sorry to hear you are also having some difficulties with a missing SIM card from O2. 

      Just so we can best offer further support, can you let us know if O2 advised that there had been an order placed?

      As mentioned by my colleague to the last customer in this thread with a similar issue If an order has already been processed by one of our team, then the team over at O2 will be able to order a replacement SIM. Sadly we are unable to do this, and it must be ordered by O2 directly. 

      We can only place an order for a SIM if part of a full VOLT package. If you have already had the rest of your package completed, an individual SIM order would also need to be placed directly with O2. 

      We do appreciate your frustration if you have spoken to them directly already and been advised otherwise. Our sincerest apologies for this! You can contact O2 via  👉 Contact Us | Help, Support and Useful Numbers | O2

      We hope contact goes well and they get this sorted for you ASAP. Let us know if there is anything else you need, and we will do our best to help!