Showing results for 
Search instead for 
Did you mean: 

How to order a replacement SIM card

Community Manager (Retired)
Community Manager (Retired)

Need to get hold of a replacement sim card? You’ll just need to speak with an advisor so they can get everything set up on the account ready for the new SIM. Simply dial 789 from a Virgin Mobile handset, or 0345 6000 789 from any other line.

You can also speak with us to order a replacement SIM card via our text messaging option, just send a message to 07533 016422.

Sorry, but it’s not currently possible to order a replacement sim card online.


The do's and don'ts. Keep the community welcoming for all. Follow the house rules

108 REPLIES 108

Tuning in

Hi - My Auld Maw who's been a mobile P.A.Y.G until her sim card stopped working. She had around £28 in credit.

Way before the card was deactivated she requested a new Sim by phone and text, was advised that it would be sent out to her, but never received it. Weeks later she had a call asking her to confirm her address, which she did, but still never received it. My Brother/s have tried in vain to  for a replacement but to no avail. She's 98 years old and relied on her mobile phone, not only for texting, but for the emergency feature her phone has. I finally managed to check out what she had been up to with trying to receive the replacement and according to her texts and calls, did actually try several times.

She has now lost all her credit, her ability to use her phone and left in 'no-mans' land with it. Being 98 she is not really tech savvy. This had been going on for months before being finally cut off.

The customer service agents kept asking her to confirm her address, which she and my Brother/s have, but no sim was ever sent to her. She's not complaining just disappointed by what happened. Thought I'd post this to let others in the same position know they're not alone and well aware the pandemic could have had a hand in the discontinuance of service.


Forum Team (Retired)
Forum Team (Retired)

Hi @Alucard,


Thanks for posting back on here and sorry to hear of all the troubles you had had with this SIM, I can appreciate this is not ideal at all and we are very sorry that this has happened. 


We are more than happy to take a look at the account, but will pop you over a PM so we can look into this further for you. 


Please watch out for the purple envelope at the tope right hand corner of your screen as this will take you to PM's. 



Sasha - Forum Team

New around here? To find out more about the Community check out our Getting Started guide

Hi im new here i have the ultimate Oomph bundel and with that comes sim card i have never used it but want to start how can i order a new sim as cant find the one that came when i joined with the bundle thanks.

Hello kayleighleigh89

Hope you okay 

I can get a new sim ordered for you 

It can take a few days and you will need to activate it with in 31 days of receiving it 

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 

Thanks for those details kayleighleigh89

I have ordered a new Sim for you 

All you need to do is pop the Sim in your phone and follow the instructions 

Let me know if you need anything else please 



Thank you for your help.

No problem at all kayleighleigh89

Have a good rest of the day 


Hi my sim arrived this morning but says no service how can i activate this please thanks.

Hi kayleighleigh89

Thanks for replying

That was fast 

I have activated this now for you