Virgin Media Community

[kayleighleigh89]

Thats great thank you thats up and running now thank you so much for your help with this.

[Gareth_L]

You are very welcome kayleighleigh89

Thank you for being a Customer 

Gareth_L

[KayD1]

I'd love to order a replacement SIM card to try and fix the issue I've been having with not receiving OTPs and other text updates from multiple providers. However phoning 789 is useless as nobody answers. Texting the number suggested is also useless as the Text Bot took 15 hours to reply to my message. I'm still waiting for a response to my reply to theText Bot!!! 

The issue with OTPs etc not coming through seemed to coincide with me getting a new handset in February (a Samsung Galaxy A51 5G). From looking at the multiple threads on the forum this appears to be a common issue with no real resolution other than switching to a different provider. However before I do that (still likely due to the abominable customer service) I would like to see if getting a replacement SIM would help. I'd be grateful if someone from Customer Service could contact me to arrange this. 

[David_Bn]

Good Morning KayD1, thanks for your post!

I'm sorry to hear of your poor experience with our customer service team.

I'd be happy to take a look into ordering the a new SIM card for you. 

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

Kindest regards,

David_Bn

[Jennifer54]

Contact customer service. If a SIM card is lost or stolen, contacting the SIM card's service provider can ensure that the lost card is turned off and no unexpected usage occurs. Customer service may also be able to locate the nearest retail store that can provide a replacement SIM.

[Jennifer54]

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@Jennifer54 wrote:

Contact customer service. If a SIM card is lost or stolen, contacting the SIM card's service provider can ensure that the lost card is turned off and no unexpected usage occurs. Customer service may also be able to locate the nearest retail store that can provide a replacement SIM.

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Thanks..krogerfeed

[Bagz86]

I have two accounts and requested 5G SIMs be sent out

I had two letters, neither with any information detailing which SIM was for which phone.

Then I noticed one is 4G ready and one is 5G ready, which isn’t what I asked for.

Can someone contact me to arrange a new 5G SIM to be sent?

[Corey_C]

Hi Bagz86,

The SIM cards should come enclosed with information about which number is which. If not then I can check and confirm which one for you. However regarding 5G migration this will require calling the mobile care team directly as we are unable to do the migration from within the forums.

Cheers,

Corey C

[Boneywoney]

Since changing my Broadband and Mobile package earlier this year I have had nothing but trouble with both.  My mobile often loses connection just at the start of a connection yet still shows both the caller and myself as being connected.  My Broadband is hit and miss, replaced with a new Router but that takes on a life of its own and frequently disconnects.  Done all the tests, absolute waste of time.  Trying to order a new Sim for my Mobile in the hope that might at least solve one problem is a frustrating experience as you can't do it online and no one answers the phone number 789 Customer Care.  Seriously considering bringing what must be well over 20 and more like 30 years with Virgin to an end, shouldn't be this difficult to get things fixed.

[Gareth_L]

Hello Boneywoney

Sorry to hear about the struggle you are having trying to get a new Sim
I am more than happy to take a look at this for you 
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 
Regards     
Gareth_L