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Credit disappeared

Recently my husband has had his sim card replaced, we had the" sim not valid, "at that time, he had £5 85 credit.(payg) 

We had to get another phone as his old Nokia wasn't compatable with new sim.

He has had his new phone about a week and now his balance has come up as £1.73.

 He hasn't used his phone so we're has this credit gone? 

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Re: Credit disappeared

I had a Nokia 2310 with the "SIM not valid" message.
I got a new phone from Virgin which has internet access. I've never had that before. When setting up my new phone the balance (PAYG) decreased. On my "Recent Usage" list it showed as "Using the internet". I hadn't "used" the internet, only set the phone up. I believe it was because the mobile data was automatically set to "ON" (I don't understand the terminology sorry, just what I was told).
Maybe this is what has happened with your husband.
I did manage to get the amount back from Virgin.
Hope this helps.
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Re: Credit disappeared

Thank you I will check that as all I did was to put him his numbers in, he doesn't use the Internet on it. 

How did you go about getting your money refunded for your lost credit. 

When all this sim invalid happened I spent hours in ques trying to sort it out. 

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Re: Credit disappeared

Hi, I used the "live chat" on the website on my desktop. There is not always someone there to answer immediately so I just left it open, carried on with some work and kept checking periodically for an agent to be available.
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Re: Credit disappeared

Thank you I will give a try tomorrow 😁

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Re: Credit disappeared

Could a Virgin assistant please pm me, i cant get into a live chat or find help for this problem, Thank you
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Re: Credit disappeared

After ringing 789 and hanging on for 32 mins I finally got my husbands credit sorted. Seems the Energiser E12 went onto net even though I didn't set it up to do so and it used some data. Ashlee was able to check this out and put his credit back on. We have now bought a 2019 Nokia 105 that is more like his old Nokia.

Our problem is now all sorted phew. 😁

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