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van_Kenken
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New sim card problem

I have recently been sent a letter with a new sim card informing me my existing virgin sim card is no longer supported and had stopped working. My phone is Motorola series C350, an old phone.

On putting the new sim card, I got a message on the the screen to contact provider, and after a long pause, it asks "enter subsidy password". No idea what that is. The virgin customer support is helpless as no one answers the call. I am on pay as you go plan and still have credits on my account and now stuck with a non-working phone.

Can virgin or anyone suggest, help with a solution please?

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Emma_C
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Re: New sim card problem

Hi Van_Kenken, 

Very sorry to hear that you're having some issues with your SIM card and phone, I can appreciate you're keen to get this sorted. 

 

It does sound like the handset might be locked to our old SIM cards or the handset is to old to work with the new SIM cards. 

What I'll do is pop you a personal message to grab some details and we'll take it from there. 

I look forward to hearing back from you soon. 

 

Thanks

 

Emma_C - Forum Team
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van_Kenken
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Re: New sim card problem

Thank you Emma for your help. the problem is now resolved. Phone is working.
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Melissa_F
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Re: New sim card problem

That's great, thank you for letting us know van_Kenken 🙂

 

Kind regards,

 

Melissa

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