Yesterday, I received my new phone, on schedule. However, my existing SIM was too large, and once I knew that I began trying to get a replacement SIM.
I am deaf, therefore had no option other than to use the text service, which I did yesterday.. I fully understand why the method is slow ( thanks, covid), and received an automated reply this morning. Once I'd replied to that, I eventually was sent links to several secure forms to establish my identity.
The first was a request for specific letters of my password, second was for my full name, third was for my email address, and fourth was my bank sort code
They sent a link to yet another secure form, asking for the date of my last direct debit, which had expired by the time I got round to it. I texted them to explain what had happened, and as there is no need to hide my last DD date I told them that in my reply.
Surely there was no need for the last form in any case - they had more than enough information by that time to establish that I was who I said I was and that I was the account holder, especially as I'd had to give my phone number, which is on one of Virgin's SIMs.
The upshot of all this is that I now have no idea where my query is in a queue, if indeed that is the case, or whether the expired form means that I have to start all over again.
In any case - I am the quite angry owner of a useless piece of very expensive hardware, and all I want is a tiny SIM...
Thanks for using the forums to get this issue looked into, I am sorry for the delay in getting back to you and for the frustration this problem has caused with your SIM and the online chat.
I can see Enlli gave you some useful information about downsizing your SIM card, did this help resolve your problem or do you still need a SIM replacement? I can get this sorted for you on here if that's the case 🙂