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Dan1922
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Phone Number Deactivated

Hello there,

My SIM has been deactivated just over a month ago and I've been trying to get it reactivated. Virgin Mobile support call centre is honestly the worst may I say! It seems as though people keep telling you things that nothing ends up happening! I've been told numerous times that a specialist team would call me regarding my problem but I never seem to receive a call even though they say they called me! 

I am in desperate need for my phone number to be reactivated as I need to sign into certain things that require me to access a code sent to my phone number. It mentions that if you don't top up your SIM or use the SIM, it will be deactivated. However, I still received calls on my phone number and used it yet its still been deactivated. - This was a pay monthly sim that I stopped paying for a year ago but family members would still call me.

Is there honestly anything that be done? I really can't access my google account whatsoever without a code sent to my phone number so I'm absolutely fuming since I've lost access to so many websites that I can't log into and contain extremely valuable stuff. 

I had even contacted Three and they mentioned if a SIM was to get deactivated, they would be able to reactivate it under a certain period. Why can't Virgin Mobile do the same thing? It's shocking. 

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Zak_M
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Re: Phone Number Deactivated

Good afternoon @Dan1922 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your number.  

 

How long has the number been deactivated for?  Did you not take the number to another provider when you stopped paying the bills? 

 

Kind regards,

Zak_M

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Dan1922
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Re: Phone Number Deactivated

Hi @Zak_M

Thanks for the response!

I believe it was deactivated on 7th May.

I did not take the number to another provider as I did not need to - I had used the number to simply receive calls and text messages and was planning to start a new contract when I start work.

I honestly did not know this sort of deactivation existed and did not think this would become such a huge issue as I was previously on three and had a SIM card that wasn't used at all in 2 years and it still worked perfectly fine.

I'm very upset since I can not access my google account without the code sent to my phone number and I'm really not sure what to do at this point 😞

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enlli
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Re: Phone Number Deactivated

A little confused. You say it was a pay monthly SIM that you stopped paying 12 months ago. You go on to mention top ups which suggests PAYG. Was it converted from monthly to PAYG?

If PAYG then the 90 day rule would apply. It is a requirement of the Terms and Conditions that either a chargeable call or a chargeable text is made at least once in every 90 days.

Am I correct assuming this is what happened?

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Zak_M
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Re: Phone Number Deactivated

Thank you for coming back to me. 

 

I will pop you over a PM and we can go from there. 

 

Kind regards,

Zak_M

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Dan1922
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Re: Phone Number Deactivated

Apologies for the confusion. It was a pay monthly SIM which I had a 12 month contract - This ended last year. Then I just used the number to receive phone calls and text messages. I'm not sure if after the contract ends, it automatically changes to PAYG but I had never requested for it to be a PAYG.
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Zak_M
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Re: Phone Number Deactivated

No problem. 

 

Let me see what I can do for you,  I popped you over a PM,  (you can find it in the purple envelope)

 

Kind regards,

Zak_M 

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enlli
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Re: Phone Number Deactivated

 


@Dan1922 wrote:
Apologies for the confusion. It was a pay monthly SIM which I had a 12 month contract - This ended last year. Then I just used the number to receive phone calls and text messages. I'm not sure if after the contract ends, it automatically changes to PAYG but I had never requested for it to be a PAYG.

Strange  Will have to see what @Zak_M finds out.

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