Swap your SIM

Community Manager (Retired)

Need help swapping your SIM?

If you've upgraded your device or you've changed to one of our 4G flexible tariffs, we will have sent you a new SIM card.
You will need to change your SIM to the new one we’ve sent within 30 days of it hitting your doormat.

Here’s some of our top tips to getting your new 4G Ready SIM up and running.

Size Matters

Make sure that your push out the right size Virgin Media SIM card – Standard, Micro or Nano.
The SIMs we send have perforated edges so you can just pop out the size you need.
If you're not sure which size SIM you need, have a look at the instructions that came with your device, or use our nifty Virgin Mobile SIM Size tool here.

3, 2, 1, SIM Activate!

You need to activate your new Virgin Mobile SIM within 30 days of receiving it or it will stop working!
If you’ve still got your old Virgin Mobile SIM just text READY to 789678 and we’ll send you a message to let you know it’s all done.
Once you swap SIM, you might need to turn off and restart your phone.
It can take about 10 minutes for the services to become active again (but please bear in mind it can sometimes take up to 24 hours).

If you don't have your old SIM to hand, just log-in to Your Account and in Plan and Device there's an option to activate your SIM there. 

SIM Unlock PIN

If you’re being asked for a PIN to unlock your Virgin Mobile SIM, don’t panic – it’s written on the other side of the SIM card.
We recommend that you look at setting up your own PIN as soon as possible. Take a look at your phone manual for details on that.

Turn on 4G

It might seem obvious – but do check that you have 4G data services switched on.
On an Android phone, go to your settings, Mobile Networks, and Network mode. Choose an option that mentions 4G or LTE (eg. LTE/3G/2G (auto connect)).
For an iPhone – Settings > Mobile Data > Mobile Data options and select Enable 4G.

Wait for your refresh date

Finally, remember that your new 4G service won’t work until the refresh date.
When you get your text from the team at Virgin Media to tell you that your allowances have been refreshed, that’s when your new 4G service should be up and running.


How do I get my daughters SIM updated? We have her unlimited contract which gives her everything, but it is still on 3G, and she has recieved nothing to change the SIM to 4G.

Joining in

I suddenly had a message "not registered on network"  Philippines told me the usual guff - need a new sim card. after a week it arrived, a 4G ready sim card for a 3G phone? I am instructed to text READY on the old simcard. HOW? I am not connected to the network. The usual Virgin run around rubbish.



Tuning in

It's been over 24 hours since I texted to activate my new SIM and still nothing - any ideas/advice?

Joining in  not registered  extra why?

Joining in

after 2nd request for sim  arived but I can see why last one never arives as packed in thin flexi plastic envolope just the right size to fall down all the thin gaps on the mail sorter or gaps in the yokes hence the non delivery.

need to review the delivery envelope to a more non flexible one

On our wavelength

@James_W wrote:
Need help swapping your SIM?

If you've upgraded your device or you've changed to one of our 4G flexible tariffs, we will have sent you a new SIM card.
You will need to change your SIM to the new one we’ve sent within 30 days of it hitting your doormat.


My mother did neither, and still got sent one, unfortunately it lacked any real explanation of what it was, and why it was sent.

Worse, there was no indication whatsoever which of the two SIMs on the account it was intended to replace.

Consequently it got sent back.  Virgin really need to do something about the clarity (or lack therof) of communications they send out.

Dialled in

mine is sim only pay monthly arrived today yet when i try to use says subscriber not recognised i can ring 789 says balance zero and ask me to top up lmao this is a pay monthly sim only deal ScreenHunter_56 Oct. 12 19.38.jpg

Joining in

I was sent 2 4g sim cards,i only use 1. I have never used the other 1 but i am still being billed monthly for it. Just spoke to customer services to try and remove the number from account and get refunded. I was told to ring back.

Dialled in

i finally got the online account registered but the sim still says its pay as you go lol rand to get help and the lady on the other end wouldnt give me a chance to explain things lol asking me security question that turned out to have an incorrect answer lol, and that was mothers maiden name she wanted 1st 3rd and 7th characters mothers maiden name is only 5 letters, when i said that wasnt the answer as Stott  is too short she got very angry at me because now had to ask me about account....

last top up... its pay monthly....hasnt been a top up

last call.... i then said sim isnt working hence why im calling you and put the phone down lol,

now waiting for the nice lady on the here to find out what the issue is x

Joining in

Im already regretting joining virgin. They can't port your number properly. I can call and text and they see the right number but no one can call or text me. Calling me on the temporary number is the same, doesn't work. Because of this WhatsApp has stopped working. I'm really thinking about cancelling the whole thing.

Joining in

This guide completely overlooks the fact that, if you put your shiny new purple SIM into an iPhone 5S, it will become locked and totally useless forever.  Virgin will refuse to help you; blaming Apple, and vice-versa.  You will be left with a brick.  Do not do it!