Replacement SIM not working

[philipjlee]

My mother in law (in her eighties) is in Italy and her old (EE ?) Virgin Media SIM has stopped working. My niece fitted the new (I assume O2) SIM sent to me a couple of weeks ago, but it comes up invalid. I am hoping to get it working before my mother in law has to travel to the UK next so that she can contact us from the airport. Is this going to be possible, or can it only be done in the UK?

[enlli · Accepted solution]

SIM cards have to be connected to a UK network to activate.

[Ilyas_Y]

Hey @philipjlee, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the issues with the SIM activation.
As @enlli has mentioned, the SIM card must be activated within the UK as it needs a UK network to be activated with.

Hope this answers the questions.

Kind regards,
Ilyas.

[Mouness]

I had the same issue actually and the replacement sim arrived while I was overseas. As soon as I arrived to the uk (within 31 days of receiving the sim replacement), I tried all ways to make it work but yet it is not working. 

i am now without a working virgin SIM card and can’t receive calls  or call anyone. 

[Chris_W1]

Hi Mouness, thanks for the message and welcome to the forums.

I am sorry to hear that there is an issue with the service and this is not the experience we want you to have with us.

I will send you a private message so that this can be looked into further.

kind regards, Chris.

[Chris_W1]

Hi Mouness, thanks for the message. 

I am glad to see that this is on the way to becoming resolved. 

Please let us know how it goes?

Kind regards, Chris.