Help! I've followed the instructions & put the new SIM in my old phone, & am dismayed to get the message 'SIM not valid'. I waited hours for a text, nothing. Tried phoning, gave up waiting after 3/4 hour. Tried Googling: problems galore, so joined the forum, hoping to find an answer... More frustration - so many people having problems, not sure what the right answer is. Fortunately, old SIM still works, despite warnings it wouldn't, but only for a few more days.
I will probably be in the same position as your husband when my SIM arrives. Virgin finally posted one of my questions and said they deal with these issues on a one-by-one basis. I have flagged your comment for a Moderator in the hope that you will get some attention from Virgin.
I have now re-set the Flag for Moderator (I hope that means removed the flag) because the flag is for inappropriate content. Your comment is clearly not inappropriate but it needs to be brought to Virgin's attention.
Please Virgin make it clear just what 'Flag for Moderator' means. I read your rule and it said do not hesitate to use the flag but did not make clear until I had used the flag what it was for.
I am considering buying a new phone which people say works with a new SIM or abandoning the old one and going elsewhere. It would be expensive but less stressful and time-consuming. At the moment, it is like waiting for the axe to fall (new SIM to arrive).