Menu
Reply
NMR123
  • 3
  • 0
  • 0
Tuning in
360 Views
Message 1 of 7
Flag for a moderator

Phone deactivated but no Replacement SIM sent! PLEASE HELP.

Hi

 

My elderly mothers PAYG Sim has been deactivated but no replacement SIM has been sent. 

This is her only method of communication.  I have tried the chat, and rang 0345 600789 (as the phone is dead I cant ring 789) and spent hours only to be told theer's nothing they can do. They also told me to register an online account for the number but the phone is dead so it cant receive a code. 

Please can someone help me sort this out as if she has an accident, she has no way to contact me. 

HELP!

0 Kudos
Reply
enlli
  • 8K
  • 1.25K
  • 2.28K
Very Insightful Person
Very Insightful Person
349 Views
Message 2 of 7
Flag for a moderator

Re: Phone deactivated but no Replacement SIM sent! PLEASE HELP.

Do you know if it has been deactivated for none use (A chargeable call or text has to be made every 90 days)

Or is this part of the SIM migration away from the old EE based cards.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply
NMR123
  • 3
  • 0
  • 0
Tuning in
345 Views
Message 3 of 7
Flag for a moderator

Re: Phone deactivated but no Replacement SIM sent! PLEASE HELP.

She got some messages asking for her postocde for the new SIM but thought it odd so never replied. Then she got a message saying from the next working day, it's being deactivated. 

The SIM is years old, and I'm not 100% who or when the account was set up so phone support won't help. 

They have told me to get her to ring them but she's elderly and can't do it. 

All I'm trying to do is get her a new sim and transfer her balance from the old one. 

0 Kudos
Reply
enlli
  • 8K
  • 1.25K
  • 2.28K
Very Insightful Person
Very Insightful Person
339 Views
Message 4 of 7
Flag for a moderator

Re: Phone deactivated but no Replacement SIM sent! PLEASE HELP.

OK. I'll escalate this to the team

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Emily_G
  • 4.82K
  • 209
  • 286
Forum Team (Retired)
Forum Team (Retired)
272 Views
Message 5 of 7
Flag for a moderator
Helpful Answer

Re: Phone deactivated but no Replacement SIM sent! PLEASE HELP.

Thanks for the post NMR123 and welcome to our community.

 

I'll pop you over a private message so we can pass secuirty and send the SIM out for you.

 

Thanks, Emily.

NMR123
  • 3
  • 0
  • 0
Tuning in
263 Views
Message 6 of 7
Flag for a moderator

Re: Phone deactivated but no Replacement SIM sent! PLEASE HELP.

Hi Emily

Still not had a message yet. I might have to order a Giff Gaff sim if I don't hear anything soon. Like I say, she's elderly and has no form of communication at moment which is worrying

Can you please contact me asap

0 Kudos
Reply
enlli
  • 8K
  • 1.25K
  • 2.28K
Very Insightful Person
Very Insightful Person
260 Views
Message 7 of 7
Flag for a moderator

Re: Phone deactivated but no Replacement SIM sent! PLEASE HELP.

Have you checked for the envelope at the top (next to the bell) That's where messages appear when clicked.

Just a warning. If the phone is  networked locked in any way a Giffgaff SIM will not be accepted.

 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

0 Kudos
Reply