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New network sim doesn't work

Hi, Virgin asked me to swap my sim for new network and now neither sims work. I followed instructions carefully and still doesn't work. I've not been asked to unlock anything. I bought my phone a few months ago (Samsung A50) from a reputable phone company and my previous virgin sim worked great. Why doesn't it work?

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Re: New network sim doesn't work

Thank you for the post Sophie0153.

 

This would be a Virgin Media controlled SIM card so your handset may need an unlock code to begin using the migrated SIM card we've sent you. If you go this from us we would be able to offer this but as you got it from a third party you may need to contact them for this. 

 

Thank you, Emily.

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Re: New network sim doesn't work

Hi Emily, 

I got my phone from Carphone Warehouse in September. They're currently shut due to lockdown rules. My previous virgin sim worked great in this phone so wouldn't that mean it doesn't need to be unlocked? 

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Re: New network sim doesn't work

Also, if this is the case, can virgin active my old sim until I can get this new one to work? I am a key worker and it has been a completely nightmare not being able to use my phone. 

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Re: New network sim doesn't work

Hard to say but I would think if it was bought SIM free from CPW it would be unlocked.

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Re: New network sim doesn't work

Yes, it was sim free and the man on the counter put my virgin sim in and it worked. I don't remember this unlocking anything. Hmmmm. 

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Re: New network sim doesn't work

Out old SIM cards were EE controlled whereas we now have our own SIM cards, so this would need unlocking if you activated your old Virgin Media SIM card on this. Carphone Warehouse should have some over the phone agents who may be able to help with this.

 

Once we send an updated SIM card out we're unable to switch this back to the old SIM as we don't work with these anymore.

 

Thank you, Emily.

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Message 8 of 13
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Re: New network sim doesn't work

Have you got anyone with a SIM card on O2, Vodafone or Three, ID Mobile. If it works on one of them then it is definitely unlocked

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Re: New network sim doesn't work

I'm so confused!

My phone was never locked to a network. Does this mean, since I put my old virgin sim into the new unlocked phone, it became locked EE? I have tried to get through to Carphone warehouse but they're all shut due to covid. I have no idea how I am supposed to fix this and still have no working phone. I tried putting the new sim into my friends unlocked phone and it didn't work. Does this prove anything? I will try a vodafone sim when I can. Have many other people had this problem?

Thank you,

Sophie 

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Re: New network sim doesn't work

If it didn't work in your friends phone then it sounds like the SIM has never been activated or is faulty.

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