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New SIM card not working

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.

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Message 2 of 9
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Re: New SIM card not working

If you followed the instructions you should have been given a date for the swap

As your original card works it seems like it has not happened yet.

 

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Message 3 of 9
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Re: New SIM card not working

Thanks for your prompt reply. I haven't received a date to swap, the letter doesn't mention a swap date...

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Re: New SIM card not working

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.

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Message 5 of 9
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Re: New SIM card not working

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.

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Message 6 of 9
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Re: New SIM card not working

The only reason the SIM swap would affect your contacts is if they're stored on the SIM card and not in the device or cloud service.

So you do need to make sure you move any SIM contacts to the device before swapping to the new SIM card - that is mentioned in the letter.
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Message 7 of 9
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Re: New SIM card not working

Will check and try again, thanks.

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Message 8 of 9
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Re: New SIM card not working

You need to text from the old SIM or do it from your online account

https://www.virginmedia.com/shop/mobile/sim-help

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Message 9 of 9
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Re: New SIM card not working


@enlli wrote:

You need to text from the old SIM or do it from your online account

https://www.virginmedia.com/shop/mobile/sim-help


That doesn't apply to all customers who get sent a new SIM. Some can just put the SIM straight in their unlocked phone and it'll activate itself.

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