Replaced existing virgin SIM with a new virgin SIM (must be done as the network is being upgraded), the old SIM does not work and the phone displays a "Network locked SIM card inserted " message and I have no service. Was told it would be up to 10 days - been nearly 3 weeks without service and phone is required to contact vulnerable school children over the holidays.
Messaged 3-4 times over the online chat to be told eventually to ring "Customer Care team at 03456000789 and you should be able to talk to our technical team" - this now redirect you to use the online help ! - this is really poor service from Virgin Mobile
Could not wait any longer as this phone is needed for work so paid a total of £44 to directunlocks co uk for the codes - received the unlock codes same day and back online after over 3 weeks without any service and £44 out of pocket !