Virgin Media Community

[van_Kenken]

I was on the original pay as you go plan a long time ago 20+ years, my last top up was 3 years ago for £10 in 2019. I rarely use the phone and the last credit check, I was advised I still had £9 something on the account (removed) . The number was active and received a text message on 12 Jan 2022 @ 12:31.

On turning the phone today, it came up with a message 'unregistered sim card'. Contacted Virgin support through 789 no. I was advised by Virgin operative the account is closed as this plan is no longer support and the remaining balance is zero.

Has anyone had similar experience like this? what to do to get the balance refund?

Thanks. 

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[Paulina_Z · Accepted solution]

Hi @van_Kenken,

Welcome back to our Community Forums! Thank you for your post and I'm very sorry to hear that you're having some issues with your Pay As You Go SIM card. I understand that you did not use the SIM card since January, however, we have made our customers aware that our Pay As You Go service is ending in late 2021. You can read more about the Pay As You Go Closure on our website for further information. 

I'll be more than happy to investigate this issue further for you and see what I can do to help in regards to your remaining balance. To do this, I will send you a Private Message. Please keep an eye out for a purple envelope at the top right corner of your Forum page, I will be in touch soon.

Thank you.

[Paulina_Z]

Hi @van_Kenken,

Thank you for coming back to me via Private Message. I'm glad that I was able to help resolve your issue and refund you the credit amount that was left on your SIM Pay As You Go account. 

If there's anything else I can do to help, please let me know. I'll be happy to assist.

Thank you.