New sim not activating

[Zofiah123]

I received a new phone today and after 3 hours my sim is still not activating. I have tried to log into my account but have forgotten my password so I'm stuck in a cycle because I don't have phone number active to verify account. Is anyone able to help please?

[Kath_F]

Hi Zofiah123, 

Thanks for your post and a big welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're having an issue with your SIM not activating. 

We can certainly check this out for you but in order to do that I will need to confirm some information with you. 

I have sent you a private message regarding this. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Zofiah123]

I have tried private messaging and I have tried calling but I'm not able to speak with anyone who can help me. I was told this morning that the sim I was sent yesterday was not the one virgin had logged against my account. I was also told my lost sim had not been deactivated after I had reported it lost. I have had unusual activity online and feel that someone has my details. I'm unable to get into a number of my online accounts as I need to verify with my phone number. I was told this morning that I would receive another sim today, but an email around 3.15 said it would be 3-5 working days. What can I do?

[Natalie_L]

Hi Zofiah123, 

Our apologies for the delay in response. 

I have replied to your private message now. 

Thanks,