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Issue setting up mobile account

Last year I became a Virgin customer and with my fibre and tv package I received a free unlimited sim, which up until now has been unused as I was still in a contract. I have now attempted to use the sim and port my number over, but unfortunately this is proving to be quite difficult.

I am unable to log into a mobile account, because I have never registered one having never used the sim before and so I tried to register, upon which I am asked for the mobile number. Once provided, I am then asked to answer a security question, however how can I answer a security question for an account that does not yet exist? So then I am told to call 789, upon which following the automated service I am redirected to a mobile help link which simply asks if I have forgotten my email or password, which of course I haven't because I have never created an account. However if I try this anyway (using the mobile number, my name and my postcode) it states that I do not exist and that I need to register. As you can see, this is going in circles and not particularly going anywhere.

I need to register an account and then provide my PAC so that my number can be ported over, I would appreciate any help with getting this done as it has been quite a headache until now.

Thanks in advance.

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Re: Issue setting up mobile account

Can anybody help with this? Post may have been lost as it was posted after 5pm yesterday

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Re: Issue setting up mobile account

Hey there tomlaw95,

 

Your post hasn't been lost 😉 I'll send you a Private Message so I can take some details from you and help you with your online registration for your mobile account and hope to relieve you of your headache.

 

Thanks,

 

Lisa

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Re: Issue setting up mobile account

Hi @tomlaw95,

 

Please ignore my Private Message as I can see that my amazing colleague @Melissa_F is already helping you out. If you have any further queries afterwards, please post back here so we can help.

 

Thanks,

 

Lisa