New SIM Card Delivered to Old Address

[BobbyJean84]

Looking for some help here.

I recently got an email from Virgin Media informing me I'm receiving a new SIM card. However, it's sending it to my old address that I didn't realise was still attached to my Virgin Mobile account (my Virgin broadband and TV account are with my new address so assumed the mobile account would be the same).

In the email it says if I don't activate the new SIM within 14 days the old SIM will not work.

Is there any way I can get a new SIM sent to my current address to avoid this?

[Ashleigh_C]

Hi there @BobbyJean84

Thank you so much for your post and welcome back to the community forums! It's great to have you here. 

I'm so sorry you have faced this issue with your new SIM, I'd be more than happy to take a look into this with you! 

I'll pop you a PM now so we can do so, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you. 

[gonzalo-rico]

Good morning Ashleigh, I've got a message from Virgin saying that my SIM card will be replaced but they sent me the SIM card to my old address. And now my SIM is blocked and my phone is useless.

How can I ask to get a new SIM to my new address? I need it ASAP as I have all my services and tools using the 2nd factor authentication.

Thank you

[Paul_DN]

Hi gonzalo-rico,

Thank you for reaching out to us in our community and welcome, sorry to hear your replacement Sim has gone to your old address, I will be more than happy to help amend your address and arrange as new Sim card, this is why it is important to keep your contact details up to date, I will send you an invite into a private chat, once received please click on the purple envelope to accept.

Regards

Paul.

[Paul_DN]

Hi gonzalo-rico,

Thank you for joining me in a private chat and for clearing security, I have now arranged a new Sim, please allow up to 5 days.

Regards

Paul.