Thanks for the clarification. VM keep changing their mind. Oh well no chance of an eSim from VM anytime soon! EE or Vodafone beckon!
"On 6 November 2019, it was announced that Virgin Mobile would end their 20-year contract with BT and EE, and would use Vodafone's network from 2021, initially for five years. From January 2021 new customers were connected to the Vodafone network, and it was reported that existing customers would be moved from EE to Vodafone by early 2022. However, following the mid-2021 merger, Virgin Media O2 stated that notice to cancel the MVNO agreement had been given, and that the company intended to bring all consumer mobile services onto the O2 network."
Hi Nicola, welcome to the community! Thank you for posting.
Sorry to hear of your difficulties upgrading to an E-sim. Sadly only our mobile sales team can process these for you, so you would need to get in touch with them to complete this.
You can speak to the mobile team on 0345 600 0789or via Whatsapp on +447305 327 112.
Please let us know how you get on! Hopefully they are able to resolve this for you.
All the best