I have followed the instructions provided in the letter with the new SIM card however it didn't work. I waited 25 minutes for the elusive text but it didn't arrive, I couldn't wait any longer as I need to start work and rely on my mobile phone as I'm self employed. I put my original SIM card in and it worked straight away. I use myamy phone for calling, occasional texts and camera, please investigate and advise. I am very disappointed.
There are two type of swaps when you get a new SIM from Virgin Media as part of this:
1. You put the SIM in and as long as your device in unlocked, the SIM will self-activate without you needing to do anything else 2. You're asked to text 'Switch' and get a date to put the SIM in your unlocked device. The new SIM won't work properly until that date and the old SIM stops working on that day.
The letter will have the correct instructions for the version you need to follow, and by the sounds of what you've said you're the first version i.e. the simple swap.
So first thing to ask, what was your phone saying when you put the new SIM in? If you have the simple swap, then I'd think the key reason it hasn't changed is that the SIM isn't completing the registration onto the network. The main reason that would be is that the device is network locked to EE and is now blocking the new Virgin Mobile SIM from talking to Virgin Mobile.
********************************** I work for Virgin Media - but all opinions posted here are my own
Yes it's a sim swap. The phone is unlocked, I'll try again this evening. There wasn't a message, I was able to receive incoming calls and make outgoing calls. The numbers from my memory card couldn't display.