Customer service - SIM activation

[JonathanSnipe]

I have been trying for hours both yesterday and today to try and get someone on the Web chat to help me. Is it broken? I need help with my SIM card activation seen as I no longer have the old SIM card to send the initial text off. Does virgin media often ignore its customers? Non-existent customer service. 

[MOD EDIT: Subject title changed for clarity]

[Zak_M]

Good afternoon @JonathanSnipe. 

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

I am sorry to hear that you have had some issues with getting thought to our mobile team. 

Could you expand as to what happened with your previous sim? Was that to do with PAYG? 

Kind regards,

Zak_M

[JonathanSnipe]

Good afternoon, hope you’re well. Thanks for your understanding. 

I had ordered a new phone and received that. Unfortunately I got rid of my old phone and sim. No knowing I’d need it. When I received the replacement SIM card for this phone it tells me I need to send a text to begin the activation process from the old SIM card. Obviously I cannot do this. Therefore I need help from someone to activate it. It is a contract phone. 

Thanks, would appreciate any help as I have been unable to get any. 

[Zak_M · Accepted solution]

No problem at all. 

I can sort that for you from here. 

I will pop you over a PM so that I can get some account information. 

Kind regards,

Zak_M