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auldy
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Replacement sim not connecting to the Virgin network

Hi, I've received a replacement sim as my son was having problems with texts , Now I can't get it to connect to the network,tried doing it manually and it says unable to connect to this network. 

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Molly_T
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Message 2 of 17
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Re: Replacement sim not connecting to the Virgin network

Hi @auldy, welcome to the community! Thank you for posting. 

It can take up to 24 hours for a new SIM to activate - when did you put the replacement SIM in the phone? 

There may also be some helpful information for the specific handset if you search for it here: virg.in/mobsupport

All the best. 

Molly
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auldy
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Message 3 of 17
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Re: Replacement sim not connecting to the Virgin network

Put the sim in 3 days ago.

 

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Molly_T
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Message 4 of 17
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Re: Replacement sim not connecting to the Virgin network

Thank you for getting back to us. 

Does it show the network as an option but not allow you to connect to it? Or is there no option of a network to connect to showing?

All the best. 

Molly
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auldy
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Message 5 of 17
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Re: Replacement sim not connecting to the Virgin network

Yes it shows the network. then say's unable to connect to this network.

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Martin_N
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Message 6 of 17
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Re: Replacement sim not connecting to the Virgin network

Thank you for that information. We would like to look into this further.

So what I will do is private message you to confirm some details and pass data protection. 

^Martin

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Martin_N
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Message 7 of 17
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Re: Replacement sim not connecting to the Virgin network

Thank you for passing data protection with myself. There are some other questions will us get to the bottom of this.  

Can you confirm the make and model of the handset you're using?

Can you confirm if you got the handset from ourselves?

^Martin

 

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auldy
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Message 8 of 17
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Re: Replacement sim not connecting to the Virgin network

Galaxy A12 , Yes from Virgin. when manually connecting to Virgin it say's sim not supported by this network.

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Martin_N
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Message 9 of 17
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Re: Replacement sim not connecting to the Virgin network

Thank you for that information. 

If you boot the handset up with the SIM card installed does it ask for any codes?

^Martin

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auldy
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Message 10 of 17
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Re: Replacement sim not connecting to the Virgin network

No . 

 

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