Unable to register a Mobile account

[ddada]

Hi,

I am unable to sign up for a new Virgin Mobile account.

Need to register as I want to port my Smarty number to Virgin.

I have a Virgin bundle with Broadband + SIM 15GB Oomph.

SIM is functional and I can call and send text messages.

I have registered a Virgin Media account but unable to register a Virgin Mobile account.

When registering I am stuck at the Account Verification page where it says:

"To verify your account, please enter your password. This is a series of numbers and letters, that you created over the phone when your account was set up"

I have no password as I never created an account over the phone.

Have been in contact with chat and phone support. Neither could help. Phone support said they would send me an email "to reset password" (?) , but I never got any.

Any help appreciated.

Thanks you!

[ddada]

 UPDATE !

Issue solved by chat support !

[Zak_M]

Good afternoon @ddada, 

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

Really sorry to hear that you have had some issues with activating your account. 

Just to confirm your have activated your sim card? 

Kind regards,

Zak_M

[ddada]

Hi Zak_M,

The SIM card was already activated and functional..

Problem was registering a Mobile Account.

SIM card came with a Broadband+SIM Oomph bundle. I am registered both on Virgin Media account and Virgin Mobile account.

All is fixed now.

Chat support walked me through different security steps and helped me set up my Mobile Account.

I can now port my old number to Virgin.

Unfortunately yesterday neither chat nor phone support were able to solve it.

Gave chat support another try today and issue was solved by excellent support agents!

Thank you for your interest!

[Steven_L]

Thanks for coming back to us with such a detailed update @ddada.

I'm glad that you could get it sorted in the end with the help from our team.

Please let us know if you have any further issues with your services.

Regards,

Steven_L