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No network... New tariff

So a friend of mine in his 60's changed his tariff on the morni g of 13/5 and ever since has had no connection to the network.

He isn't tech savvy at all and has no clue about this stuff so he emailed me that late afternoon. 

I contacted virgin on his behalf twice as the first guy was no help whatsoever and left us to i . I called back and found out that he had his sim card deactivated and a new one was sent out. 

Without my help I don't know what he could of done to get this sorted out. 

I don't understand how you can deactivate a sim before he gets his new one . It's now the 16/5....and  no sim has turned up. 

He's paying for a new tariff and gets taken off the network??? 

 

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Re: No network... New tariff

Hi DaveNew, 

 

Welcome to the Community and thank you for getting in touch.

 

I am very sorry to hear this has happened to your friend.

 

When a new SIM is ordered we do have the option to send it for self activation or already activated meaning the current SIM disconnects. From what you have advised it sound like the SIM has been ordered pre activated which isnt something we would usually do but without being on the call we would be unable to confirm was was discussed. 

 

Has your friend received their SIM as we would usually advised 3-5 working days for delivery via Royal Mail.

 

Let us know and we will do all we can to assist.

 

Thanks 

 

Nat
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