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mc6701
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New SIM Issue - Someone from Virgin Please Help.

Evening,

Recently changed from a PAYG to SIM only 12m contract via a phone call to 789.

The agent advised that a new SIM would be needed as the current SIM does not support 4G.

New SIM arrived on Friday and I put it in the phone and now not able to receive phone calls or text.

I can make calls and send a text but can not receive them. Initially had no data but this was resolved with manually adding the APN setting. I assume because I can not receive text I did not get the set up messages.

Anyway I have phoned the call centre over the last few days and they have fobbed me off with several stories - it can take 24 hr to go through the system, try it in a different phone etc,etc.

The last agent I spoke to took the SIM id number and confirmed all seem to be set up correctly but show as 'Pending Activation' and would pass it on to the 'Technical Support Team' to monitor but it is still not working, the issue is at Virgin's end.

I have put the old SIM in and that still works but without getting 4G (Still have data but only 3G)

Please can someone from Virgin PM me so I can provide the phone number so this can be resolved.

Thanks in advance from a unhappy customer.

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mc6701
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Re: New SIM Issue - Someone from Virgin Please Help.

So seem like this fits the 'to hard to resolve box let's ignore the customer'

 

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mc6701
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Re: New SIM Issue - Someone from Virgin Please Help.

Will someone from Virgin please contact me. 😠

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Magic_M
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Re: New SIM Issue - Someone from Virgin Please Help.

A reply from a staff member could take about a week.

For clarity, did you follow the activation instructions that came with the sim?

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Forum Team
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Re: New SIM Issue - Someone from Virgin Please Help.

Hi mc6701,

 

Sorry about the SIM card issues. Have you activated the new SIM card please?

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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mc6701
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Message 6 of 8
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Re: New SIM Issue - Someone from Virgin Please Help.

Magic_M

Yes. The instructions are very basic.

Take out old SIM put in the new sim and it will start working in 10 minutes.

As per my original post called 789 and they say it pending activation. 

Some thing needs to happen at Virgins side.

 

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mc6701
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Re: New SIM Issue - Someone from Virgin Please Help.

John_GS, 

As far as I am aware it is still not working. 

The phone is used by my son so will need to wait till he gets home from school to retry the new SIM.

 

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Re: New SIM Issue - Someone from Virgin Please Help.

No worries at all, I am in till later, so please do check for me that the SIM has already been active and let me know.

 

If it is, we can PM and have further checks done.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"