Last Friday my phone started displaying the message 'Sim not provisioned'.
Checking my account I managed to see that my phone number was gone and there had been a PAC request (although I never received any message about it).
So now I had no service and can't access a lot of accounts because of the SMS authorisation required. This is a number I have held for around 20 years.
I phoned the Virgin Mobile team on Friday evening and explained the situation. They said they would reverse the PAC and I would get my number back in 48 hrs.
We are now approaching 3 days and I haven't received my number back.
I am going to call the support team again later but in the meantime is there anything else I can do?
This is likely to be a SIM swap scam where they get hold of your phone number to get access to the likes of Bank Accounts.
Step one is inform any financial institutions etc with which you have dealing
Step 2 Is to change both your password and memorable data on your Virgin account.
I am more than surprised you did not receive any text messages re the PAC and that needs investigating
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Thanks for your post and apologies to hear about the issues you have had with your number being incorrectly ported.
I'm glad the team are already getting this sorted for you. The number will be back with you as soon as possible.
The team will also look in to how this happened so rest assured we can put measures in place to prevent this happening again.
Please let us know how things go.
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Support team was supposed to ring me back yesterday 14th May.
Rang them again today. Now told it will be Tuesday at the latest before I get my number back.
So it went from 48 hrs to 11 days.
Not filling me full of confidence here!!
Sorry to hear this Deolus,
Do please update us on Tuesday and if it needs further input from our team, we will seek to investigate this for you
Hurray!, got my number back finally with a new SIM.
Although it's a PAYG SIM. Do I need to ring them to change to monthly plan?
Can't seem to do it from my account page.
Thanks for your update, I am glad to hear this was resolved.
You will need to reach out to our mobile team by calling 789, on your virgin handset, as we cannot do package changes from here
Never mind, I managed to do it.
Had to add a payment card.
All good now!
oh Fantastic news 🙂 Glad its all sorted for you