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replacement sim not provisioned

On our wavelength

Hi recieved a replacement sim its been in my phone since this morning, i was told just put sim in no need to ring activate it etc

i tried it in 2 phones still get the message in both phones, they are unlocked 1 a single sim the other a dual sim. i only use 1 sim both sim slots same result, ive rebooted the phone etc

1 phone a samsung a21s the other a huawei y2019 both unlocked daughters sim works ok in the phones, as my old sim did ive not received a text to update setting, ive looked on my mobile account nothing there i can see to activate it, i cant use virgin help text service as the sim cant use text or call services,

sim shows as unknown and unknown number signal strength very good

order number 10001796935801

BTW This my virgin number ive always had, it not a change of number or coming from another provider etc the sim was replaced because my sim stopped getting a signal this sim gets a lot better signal 

not sure what else i can do just wait ? thanks


Forum Team
Forum Team

Hey @chrisp62,
Welcome to the community and thanks for taking the time to post your issue on the forums.
I’m sorry to hear of the issues that you’re having with your new sim card. I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.