Change of sim

[AlexC-J]

You are sending me a new sim but never gave me the opportunity to change the delivery date / date when my old sim will be deactivated. I will be unable to change my sim when the new one arrives because I will be out of the UK. Please postpone the change because I need my phone to contact people while I’m traveling.

[Steven_L]

Hey @AlexC-J,

Welcome to the community and thanks for taking the time to post your issue on the forums.
I’m sorry to hear of the issues that you’re having with your sim card, the new sim card would only be activated once the new sim card is put into your device, your existing sim card would continue to work until you do that.

Regards,

Steven_L
 

[AlexC-J]

Thanks Steven, although on the Virgin website/text I received it says that I have 14 days to activate my new SIM card otherwise my service will stop running. Is that actually not the case?

[Gareth_L]

Hello AlexC-J

I will be just fine we can assure you,

The new sim needs to be inserted and prompts on the handset then activate the sim.

Gareth_L

[AlexC-J]

Thanks! The important thing is that I can continue to use my current sim while abroad (without changing to the new sim within 14 days of it being delivered) so thanks for confirming that is the case. I don’t want to get stranded without a working phone in the middle of my travels!

[Gareth_L]

Hello again Alexc-j.

Just had this update so needed to let you know.

In the future, we’ll be deactivating old SIMs, meaning you won’t be able to use your phone to make any calls, texts or use any data until you’ve swapped SIMs. Please swap over to keep your service up and running.

Gareth_L

[AlexC-J]

That was the reason for my original question. This information is the exact opposite of your previous answers. I will be unable to swap my sim because it arrives while I’m away. Please can you delay shutting down my SIM card until I return to the UK on 25th September?

 Thanks

[Gareth_L]

Hi AlexC-J.  

Sorry for the mixed messages.

The latter is correct and we are not able to delay any Sim swaps.

Gareth_L