Virgin Media Community

[donnymac1989]

So, I bought a new contract phone at the start of Feb 2022. When the phone arrived I inserted the SIM but kept getting the message Not Registered on Network. I called the VM Helpdesk in India. I didn't know the password for the account (I can't remember setting one up) and even on providing contract number, date it was set up, bank account no: I was told I didn't pass the security questions. Six call later I was still in exactly the same situation. I decided to send the phone back to virgin and cancel the contract two weeks ago...I'm paying for a service I cant use. I was told by the helpdesk in India I cant do so as I need to log into my account to arrange a return. I can't log into my account as I don't have the password. I cant reset the password as the system wants to send a reset code to my phone. I cant get access to this as the phone is Not registered on the Network. I eventually got through to a V Mobile UK Helpdesk operator who was much more helpful - and I passed the security questions. A new SIM card was sent out. Guess what - still Not Register on Network with the new SIM. The phone works fine on both O2 and Vodaphone SIM. The Virgin SIM wont register on the Network on other working mobiles either so I'm pretty sure it is a SIM problem. I'm at a complete loss as what to do now. I can't return the phone. I thought about simply stopping payments but Virgin would be quick to default my credit score so I want to avoid that. I've been advised my only recourse now is to the small claims court but this seems a ridiculous situation. I have tried changing Network operator from auto to manual. I am getting a very strong signal. The phone recognised a SIM is inserted. Any advice on how to get out of this mess would be most appreciated. 

[Alex_RM]

Hi donnymac1989,

Thanks for posting and welcome to our community 🙂

Sorry to hear you're having some issues with the SIM.

So I can get a few more details from you I've popped you over a private message (purple envelope, top right hand corner)

Alex_Rm

[donnymac1989]

Follow up to this.....VM Tech asked me to PM him. I did so and was asked for my account password. Obviously didn't read the e-mail as that is the problem. New VM phone wont work....VM wont help as I don't have the account password....told to reset my account password, it sends a code to my phone....my phone doesn't work. Contact VM. Cant help without the account password, told to reset my account password, try to reset my password, it sends a code to my phone, my phone doesn't work......contact VM, cant help if you don't have the password, told to reset my password..........and on and on and on since February.

This has cost me countless hours now. New phone purchased in February, still not working. Small claims case being raised tomorrow morning for breach of contract against Virgin Mobile...going to include all my time spend in trying to solve this. Might not be such a small claim after all.