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leyfre
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Changing my device setting

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

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Paul_DN
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Re: Changing my device setting

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.

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leyfre
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Re: Changing my device setting

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.

 

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Ashleigh_C
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Re: Changing my device setting

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

Ash_C
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leyfre
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Re: Changing my device setting

I bought the phone directly from Nokia.

Frederic

 

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David_Bn
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Re: Changing my device setting

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

 

 

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leyfre
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Re: Changing my device setting

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

Frederic

 

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David_Bn
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Re: Changing my device setting

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

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