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Tzeni
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SIM update failed ?

I have received the following message from Virgin Mobile:

Hi, it's Virgin Media. We tried to update your mobile network services so you can use your mobile outside of the UK, but it didn't work. To keep on enjoying our roaming services, send YES to 80197 by 30th June 2021 to order a new SIM. For more info, head to virginmedia.com/roamingabroad

The problem is that I am abroad at the moment so can't get the SIM.

What will happen if I do not replace it? Will I be able to still use my phone for calls and texts? I'm on PAYG

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DJ_Shadow1966
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Message 2 of 11
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Re: SIM update failed ?

Hello

If you do not replace the SIM card by the 30th June, then your SIM card will be deactivated on the 30th June as the SIM card needs replacing, what you can do is arrange for the SIM card to be sent to friend or a family member so that they can place the SIM in an unlocked phone to activate it and then they can forward to you, once the new SIM is activated then you old one will be deactivated as they is no way of activating the SIM when you are outside of the country as the SIM needs to connect to the UK network to be activated.

Regards Mike

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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SpyPat
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Message 3 of 11
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Re: SIM update failed ?

Hello!
I also received the same SMS from Virgin Media on Tuesday 25/5/21 and I am currently abroad (with my Virgin Mobile SIM too). I am able to follow the suggested procedure above (i.e. activation of new SIM card in UK and then sent to me by post).
On 26 May 2021, I sent YES to 80197 and Virgin Media (80197) sent an SMS (Wed 26 May @13:50) to me confirming that the new SIM is on the way. However, as of today Mon 7/6/21, the new SIM card has not been received yet at the UK address in my registered Virgin Mobile account.
Also, I have not received any email with information on the order number and address where the SIM card was sent (as it was the case with the SIM swap in August 2020).
How many working days does it normally take to deliver a new SIM?
As the SMS messages come from Virgin Media, is it ok that I only have a Virgin Mobile account and not a Virgin Media one?
Could you please advise me on what I should do?
Kind regards!
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Paulina_Z
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Message 4 of 11
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Re: SIM update failed ?

Hi @SpyPat,

 

Welcome back to our Community Forum. Thank you for your post!

 

I'm sorry to hear about your SIM card issues!

 

After taking a look at your account, I can see that you have been in touch with the team earlier today in regards to this issue! Can you update us on what's been advised?

 

Thanks! 🙂

Paulina_Z
Forum Team



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SpyPat
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Message 5 of 11
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Re: SIM update failed ?

Hi Paulina!
Thank you for your reply!
I have not been in contact with the team before this message!
I started a new topic on this discussion board after this message because I thought it may be a better idea since this topic is marked as solved.
Regards!
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Paulina_Z
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Message 6 of 11
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Re: SIM update failed ?

Hi @SpyPat,

 

Thank you for getting back to me so quickly!

 

I understand. Thank you for the explanation.

 

Please let us know if there's anything else you need help with going forward! 🙂

 

Thanks!

Paulina_Z
Forum Team



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SpyPat
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Message 7 of 11
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Re: SIM update failed ?

Well, we are back to square one...
What should I do now?
The new SIM card was ordered on 26/5/21 and has not been received yet. I got an SMS from Virgin Media on 26/5/21 saying the card is on the way but no email with the UK address that it was sent or any other update.

How many working days does it take to deliver a new SIM card? 

Can you confirm that a new SIM card has been sent to the right address? 

Thank you!

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Paulina_Z
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Message 8 of 11
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Re: SIM update failed ?

Thanks for getting back to us @SpyPat,

 

I understand your frustration.

 

Have you been in touch with our Mobile team by calling on 0345 600 0789 or by texting +44753 301 6422 since you've not received your SIM card yet?

 

If so, what did the team advise?

 

Thanks,

Paulina_Z
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


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SpyPat
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Message 9 of 11
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Re: SIM update failed ?

Hello again!
No, I have not contacted them by phone or text.
As I am abroad, I am not sure about the charges of such a call.
As for texting them to explain all this seems inconvenient / cumbersome.
Anyhow, I thought I could get such assistance and advice in this board.
Kind regards!
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Zoie_P
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Message 10 of 11
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Re: SIM update failed ?

Thanks for your reply SpyPat, 

We can certainly help you 🙂 

I will pop you over a message so keep an eye out for the purple envelope 🙂

Zoie