Changing my device setting

[leyfre]

Hi

on my account the device indicated is an old one.

My plan works on a new device (Virgin sent me a new nano SIM card a few months ago) also by Nokia.

But when I try to update the device type your web interface cannot recognise it.

I did enter the IMEI number, but it was not recognised.

My new Nokia phone is the model: 800 Tough.

What to do?

Frederic

[Paul_DN]

Hi leyfre,

Thank you for reaching out to us and welcome, are you getting any error message, have you been able to try the Sim in another handset?

Regards

Paul.

[leyfre]

Hi Paul,

thanks for following-up.

My (new) phone works fine.

The problem is with your (Virgin Mobile) website.

I cannot update there (on my mobile account) the type of device to "Nokia 800 Tough"

and that seems to limit what is on offer for monthly plans.

[Ashleigh_C]

Hi there @leyfre

Thank you for your response! Can I just clarify did you upgrade through us or by the phone out right? 

Thanks again

[leyfre]

I bought the phone directly from Nokia.

Frederic

[David_Bn]

Do you get any error messages or codes when you try to add the IMEI number of the new device onto your self-care account?

Kindest regards,

David_Bn

[leyfre]

It says it (the model) is not recognised (as I had mentioned in my very first message).

Frederic

[David_Bn]

Thanks for coming back to me leyfre,

I'd be happy to take a closer look into this for you.

Check out the purple envelope in the top right hand corner from a private message from me

Kindest regards,

David_Bn