Covid exemption for roaming/new SIM card

[JaneOlivia1]

Hello,

I am usually London based but have been stuck in Australia where strict rules over travel make it difficult to leave. I have finally secured a flight to arrive back in London 14 October but have received an email and text to say that I need a new SIM card by October 1. I want to obtain an exemption on this, given the exceptional circumstances. Will my phone continue to work? Will it work as normal as soon as I land in London? 

[enlli]

I've escalated your post to the team. However, reading another thread on the topic it appears there are no exceptions

[Steven_L]

Welcome back to the community @JaneOlivia1 and thanks for taking the time to post your issue here.

I'm sorry to say this but we cannot offer any exemptions or exceptions to this, the network update will be happening on Monday 4th October for all customers, we cannot extend dates on a case by case basis. 

You would still be able to use apps such as Whatsapp and Facebook messenger to make calls via WiFi network but you would not be able to use any roaming functions.

Your phone would work again once you land in London as it would be connected to the Virgin network and not need to roam to connect.

Regards,

Steven_L

[JaneOlivia1]

Hello - once I land back n the UK will my phone update the roaming services itself? Jane 

[Steven_L]

Thanks for coming back to us @JaneOlivia1.

The non roaming features of your phone will work but your phone wont be able to use any of its roaming features without a new sim card.

We can arrange for a sim card to be sent to your UK address, so it would be with you on your return but we could only do this a few days before your return, so you can have time to activate the new sim card as it needs to be done with 7 days of the sim being sent out.

Would you like to arrange this to be done?

Regards,

Steven_L

[JaneOlivia1]

hi Steve - yes but not yet. will be in touch .. jane

[Zoie_P]

Please keep us posted on when is best for you JaneOliva1,

Zoie