Issues ordering a replacement sim

[mullam]

Hi, I have recently upgraded my iphone and no sim or esim was provided. I have tried to log onto My Virgin Media account (process hangs when the robot button selected) and it did not help that I'd forgotten my password. Trying to reset the password resulted in getting into a loop where I kept getting authorisation codes sent to me but by the time I'd entered it another had replaced it. I tried texting only to be transferred to Whatsapp then being asked repeatedly what the issue was. I then called but found it VERY difficult to understand what the person. Obviously part of the problem is me not having my password available or my last bill/payment day. All I want is a latest "5 ready" sim, can anybody advise how to go about it?

Thanks

[Carley_S]

Hi @mullam

Welcome to the community. Sorry to hear you've not been able to order a sim for your new phone. 

Just to confirm are you looking for a like for like Virgin Media sim replacement or to upgrade your sim? You mention you wanted the latest 5g ready sim, so just confirming what you are requesting. 

We would need to be able to pass account security with you to discuss your account in full and make any order requests. 

[mullam]

Hi thanks for taking the time to respond. My wife ordered a new iphone as well, hers came with a new sim which was stickered “5G ready”. Despite talk of sims and esims during the sale there was nothing and I ended up using my old sim which is probably over five years old. Regards Mike 

[Carley_S]

Ah okay, was a new sim deal agreed with you during the sale at all? If not and one was not included, then you wouldn't have had a sim sent unfortunately.