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gpcampbell
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New SIM message - sent to wrong address

For some reason I've just got an email saying theres a new sim being sent out - for some bizarre reason its been sent out to my old address. I only had virgin media broadband at that address and got the SIM as part of an update years after I moved into my current address.

There seems to be no way of contacting customer support other than calling which It says to not do except in emergencys/serios failure - I also don't have time to sit through ages of hold to get to customer support.

Also trying to log in it says that my number and account can't be found and thus cant sign in, reset password or anything! On the other hand my normal Virgin Media account is fine. Help anyone?

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Hetty_R
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Re: New SIM message - sent to wrong address

Hi gpcampbell, 

 

Thanks for taking the time to get in touch. 

 

We  made improvements to our network which meant we needed to give our customers a new sim card. Majority of our customers do have this updated sim, however there are a few like yourself which we still need to upgrade. You can see more information about this on our page here.

 

As you've mentioned it' been sent to the wrong address I would like to get this updated and process a new one for you.In order to do so I will need some details and have sent you a private message. 

 

Hope that's ok 🙂 

 

Look forward to hearing from you,

 

Hetty_R
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gpcampbell
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Re: New SIM message - sent to wrong address

Im getting really annoyed with this now - I've requested a SIM and then my partner has been on also trying to get this sorted out.

 

We are now 2 months!!! Down the line and no resolution with a SIM that is about to be cut off. I need this sorted today - REALLY NOT HAPPY. Tried to call this morning before work but the call centre only handle lost phones before 9am!!

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Zak_M
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Re: New SIM message - sent to wrong address

Good Morning @gpcampbell

 

Welcome back to the forums, thank you for taking the time to reach out once more. 

 

We need to take a further look into this for you.  I am going to drop you a PM so that I can get some more information. 

 

Kind Regards 

Zak_M 

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