Managing Your Account - Mobile
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Forum Posts

How to order a replacement SIM card

Need to get hold of a replacement sim card? You’ll just need to speak with an advisor so they can get everything set up on the account ready for the new SIM. Simply dial 789 from a Virgin Mobile handset, or 0345 6000 789 from any other line. You can ...

Kev_B by Community Manager (Retired)
  • 108 replies
  • 1 kudos


I’ve been overcharged since February 2022 and have been in contact to resolve. My last call was November. Virgin owe me a total of £154.96 and the phone operator offered me £50 which I obviously refused. The bill was not rectified when I called last ...

My Contract

My Virgin mobile is moving over to O2 I pay for the £30 unlimited monthly account. It is supposed to be cheaper or the same going to O2 why is my new payment now showing as £34.95 an increase of 16.5%.

turnerd1 by Joining in
  • 2 replies
  • 0 kudos

Contract increase

I Signed up to an 18 month package that include virgin tv, broadband and phone and an 02 sim. It was great value with the Virgin part being £54 a month and sim £25. As it was advertised as the same package (and you couldn’t separate) I expected it al...

Credit agreement number

Hi there, I recently lost some of my credit agreement emails that I need in order to view whats left to pay for my phone, and I have checked spam/junk folder and it's not there. Are you able to help me?

Resolved! Adding mobile number to my account

I have just got a new sim only deal with virgin media. I'm trying to add this to my account but receive the message I can only add a payg number.There are 2 other mobile accounts on there which I believe are old accounts from over 9 years ago. There ...

Kidunne by On our wavelength
  • 17 replies
  • 0 kudos

Reactivate cancelled mobile account

Is it possible to reactivate a cancelled virgin SIM card so that I can retrieve my old virgin number. Been a customer for years but was transferring to O2 but for various reasons the number port has gone wrong and I am now without an O2 or Virgin SIM...

jackson_04 by On our wavelength
  • 4 replies
  • 0 kudos


I put in a complaint on 5/3/23 I have a confirmation replay on the 6/3/23. I haven’t heard anything else since. That is extremely bad customer service. Please can you tell me when I will have a reply?

laney1111 by On our wavelength
  • 6 replies
  • 0 kudos

Financial account has soft lock

I am out of contract and wanted to look at options to change my plan. When I try to do so, it says 'This action cannot be carried out as the Financial Account has a soft lock active. I don't know what this means or why my account is blocked. I have b...

lspen by Settling in
  • 7 replies
  • 0 kudos

Resolved! I use to have 02 priority but now it's gone

I have virgin broadband and had 02 priority but the other day its not letting  log onto the 02 app. It keeps saying something is wrong and try again later.I've been trying all week. I miss my daily GREGGS coffee lolDoes anyone know if this option has...

Lasha by Tuning in
  • 28 replies
  • 0 kudos

New order being parked

I have just placed a new order for iPhone 13 and you asked for all my details including bank details and yet order has not been processed and is parked. Can someone sort it out and process it 

Sophiab by Joining in
  • 8 replies
  • 0 kudos