Virgin Media Community

[Splodge93]

Hi, 

My phone was stolen and I logged it with both the police and Virgin to get a replacement SIM card. The aim card has been dispatched to my old address, after trying multiple times to get the address updated to my current address. 

I have no access to the old property and my ex husband who still lives there does not have any contact with me. 

How can I get this resolved? At this point I have no SIM card whatsoever so calling Virgin is difficult and my log in details require my phone number to verify my account. 

[Akua_A]

Hi @Splodge93.

Welcome to our community forums and thank you for your first posts.

Sorry to hear about your stolen phone and the issue with the replacement sim. We can understand this is not ideal and we want to best help. I have sent you a private message regarding this.

Please lookout for the purple envelope and provide a response when you can.

Thanks,

[Akua_A]

No problem at all @Splodge93, happy to have been able to help.

Once the new sim arrives you may find the following link useful https://www.virginmedia.com/help/mobile/activate-sim.

Please do not hesitate to contact us if you need any further help.

Thanks,