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How to use your Oomph SIM with an existing Virgin Mobile number

Kev_B
Community Manager (Retired)
Community Manager (Retired)

We know some of you have recently taken out an Oomph deal and still need help to set up the SIM. Whilst we can't resolve all SIM issues via the community, this thread is intended to give some background to the issues we can solve. We can only discuss these matters with the account holder, and we will ask you for details of the account to clear security checks.

Using an existing Virgin Mobile number with your new Oomph SIM:

  • If you're out of contract or on a 30-day rolling contract with the existing SIM - we can process the change immediately so your Oomph package uses the existing number you want to keep.
  • If you're still in contract on a classic, freestyle of 12-month SIM only contract, you'll need to pay the outstanding amount to be able to upgrade. We can't help in this scenario, you'll need to speak with us on 789 or 0345 600 0789 to discuss paying the outstanding amount

Providing you meet the criteria above, we need to complete a credit check to make this change. This is an internal check which won't affect your credit file. We won't need to ask for any further details over as this is based on the info you gave when you signed up for the Oomph package.

If we're unable to process the package change immediately then it will take effect from your next refresh date.

If you have an existing number and a new number with your Oomph SIM, and would like to cancel the existing number, this can be done by speaking with us on 789 or 0345 600 0789.

If you would like us to transfer your existing Virgin Mobile number to your Oomph SIM, please post below and a member of the team will be in touch to help with that.

Kev

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


604 REPLIES 604

cllrdavidm
Tuning in

Hello there

Same issue as above - got my PAC code from O2 as I'm out of contract and I've put my new SIM into my iPhone. Just want to transfer my number now!

D

Ryan_N
Forum Team (Retired)
Forum Team (Retired)

Thank you for the words @lindawaterson

 

@cllrdavidm, thank you for your post 🙂 - Can I ask what issues you're faced with when trying to port? 

 

Cheers. 

Thanks, Ryan - it's sorted now. Was on hold a while but all done in the end. Thank you!

Ryan_N
Forum Team (Retired)
Forum Team (Retired)

Ah perfect! Really appreciate you coming back and letting me know. 

 

Keep safe. 

mo1420
Joining in

Hi i have a broadband package with an oomph sim, my wife is on a monthly rolling sim only contract with virgin and i want to transfer her number to the oomph sim, i tried calling virgin and after a 1 hour call they said the last thing they could do was issue a pac code for my wifes old number then transfering to a different network and then transfering back to the oomph sim. Is there a simpler way to transfer my wifes number to the oomph sim?

Hello Ryan

Any chance you could DM me please, with the following:

  • What is included in my Oomph unlimited data sim (texts, calls, abroad, etc.)?
  • If I need to do anything else with my current provider apart from get a PAC code? (for example unlock my phone)?
  • How long the transfer would take from my phone to the new sim?
  • If I could purchase a new handset only to go with this sim?

Sorry for all the questions but I cannot reach anybody and have been on hold for an hour at least five times this week. 

 

Thanks 

Ryan_N
Forum Team (Retired)
Forum Team (Retired)

Hi @mo1420

 

Thank you for your post and welcome to the forums. 

 

The only way it would be possible is if your wife's number is under your name on the account unfortunately. As the original message on the thread states, we can only do this with the account holder. If you're not the account holder, what you have advised would be the easiest way of doing it. 

 

Cheers. 

Ryan_N
Forum Team (Retired)
Forum Team (Retired)

Hi @bowmc49,

 

Thank you for your post and welcome to the forums. 

 

I wouldn't need to send you a private message to answer them questions 🙂 Answers are as follows; 

 

  • Look on your online account, or you can also download the Virgin Mobile app which would show you your allowances
  • I can't answer that question as I don't know the circumstances around the phone, have you tried the SIM in the phone yet? 
  • Porting your number takes 1 business day to complete - 24 hours. 
  • I don't understand this question sorry? 

If you could shed a little more light on the questions, I would be able to help 🙂 

 

Cheers. 

hicks12
Tuning in

I have had my sim a couple months and want to port over my old number (I have the PAC), I tried to register online as I never setup an account for my number but it keeps asking for security question answer and its definitely never been set by me (and all possible answers are incorrect), I assume my number is somehow linked to its previous account or there is an incorrect flag on new sims...

Anyway my main issue is it says call 789 to get help with this which I have done, choose option 5 for account/reporting phone stolen and it then says press 1 to get a link to this page... it eventually restates it with press 1 to get the link or the call will be ended, if you press a different option it hangs up or if you leave it then it hangs up! I pressed 1 next time round and it sent me a link to the FAQ which just says CALL 789!!!!!

Ill be honest I never expect great support from VM, the service is great but customer service has always failed me but someone has royally messed up here... why has no one checked the support filter? Its clearly broken and stopping anyone getting through, I tried the other main menu options like billing etc and I hit the same brick wall with press 1 and FAQ links which are useless.

Can someone just help transfer my number with the pac code I have please? I have all my billing setup when I joined so I dont even care about the account issue, its only been highlighted because I want to bring my other number over now!

Thanks!

OMJ1
Tuning in

I've been having exactly the same issues as commentators above, struggling with both the text chat (the bot is often useless) and with trying to call (which doesn't give you the option to get through to a real person). I have an Oomph SIM, I cannot register my account online in order to transfer my number via my PAC code from my old provider. This has dragged on for days and I would be very grateful if someone from Virgin could help me get this sorted.