Lost Mobile phone

[david_1950]

My wife suffers from Alzheimers. She has lost her mobile phone, it was out of power so cannot trace. I have reported it lost to Virgin. They have sent a link that requires my wife to enter her password. She has forgotten it. Following a lengthy call to Virgin, they have now sent a code to her mobile phone to enable my wife to change her password. This is a pointless exercise as we dt have the phone. I can' t seem to get anyone at virgin to understand. My wife's phone is on a monthly contract, can someone out there suggest some advice

[Tom_W1]

Hi @david_1950, thanks for your post although I'm sorry to hear of your concerns raised here, I can appreciate this is difficult.

With these types of situations of a lost mobile phone, we do require to speak to the account holder to assist and pass security with this person too.

However, I can appreciate this is sensitive given the circumstances. Do you have power of attorney over the account because if so, we may be able to assist here.

Many thanks

[david_1950]

Thanks for the reply Tom,

I do have power of Attorney for Medical, finance and property. However I have decided to purchase a more "user friendly" smart phone for my wife.

Once that arrives and I get the replacement sim hopefully we can then log back into her account

Regards

David

[Martin_N]

Thank you for that information. Once you have the new handset, please do let us know and we can order the replacement SIM card.

^Martin

[david_1950]

Thanks for that, I had an email yesterday saying that the replacement sim was on its way

[Martin_N · Accepted solution]

I'm glad to hear that is sorted for you. 

^Martin

[david_1950]

Well I thought I had sorted it out. I have a new phone, a Doro 8100 I have the replacement SIM, I can send messages but when I go to make a call I get  "you are not connected, call 789" which I can't do either as I get the same message.

[Matthew_ML]

Hey david_1950, thank you for reaching out and letting me know this and I am sorry it still not working. 

Just to confirm this is happening on every call, can you be called by any chance? 

Do the SMS definitely go through also? Thanks