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New SIM acknowledgement but no SIM arrived

Hi. I had a message pop up on my phone yesterday thanking me for ordering a new SIM (which I didn't) and saying I had to restart my phone to activate it. I didn't have any other option than to restart it but I am worried it was not genuine, it took about 5 mins to do whatever it was doing before the phone would work again. Any one else had this happen? I see that some have actually received a new SIM but mine seemed to think I had already put a new SIM in. I've only had Virgin mobile since the beginning of the year. Thanks all.

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Re: New SIM acknowledgement but no SIM arrived

Good afternoon @Rowers

 

Welcome to the forums and thank you for taking the time to post.

 

Please could you let us know, have you upgraded you sim at all since you have been with us? 

 

Kind regards,

Zak_M

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Re: New SIM acknowledgement but no SIM arrived

No, I've only had the one.

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Re: New SIM acknowledgement but no SIM arrived

Hi again

It wasn't a text which popped up, it was a text box with the message to restart.

 

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Re: New SIM acknowledgement but no SIM arrived

Thank you for confirming, are you aware the type of SIM card you have with us? 

 

As if this is an old SIM it may be a message regarding our migrating to our own network so you would need a new SIM card for the services to work. Are you aware if this is the case?

 

Let us know, Emily.

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Message 6 of 8
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Re: New SIM acknowledgement but no SIM arrived

Hi Emily. I've only been with Virgin Mobile about a year, the SIM is white with the red Virgin snuggle on it. I've seen that some people had a new SIM arrived, but this was just an instruction to restart to activate, no new SIM.

Thanks

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Message 7 of 8
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Re: New SIM acknowledgement but no SIM arrived

No problem, I'll pop you over a private message so we can pass security.

 

Are you aware if the address on the account has been kept up to date? 

 

Let us know, Emily.

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Re: New SIM acknowledgement but no SIM arrived

Yes, nothing has changed.

Thanks.

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