SIM - switch number

[colinjwatt]

signed up to a new package. i didnt get a pac before using new sim. i need to switch a virgin number to an o2 volt account. spent an hour on the phone then the call dropped. whats the quickest way to make this switch?

[MOD EDIT: Subject title changed for clarity]

[Carley_S]

Hi @colinjwatt

Welcome to the community. 

Sorry to hear you're having issues with your Sim. Can you confirm, is your new package a media package with an O2 sim and you wish to swap an existing Oomph sim to the new O2 sim or is this solely a mobile package an your just looking to switch your mobile number to an O2 package?   

[colinjwatt]

its a media package (including volt for mobile), thx carley

[Carley_S]

Thank you for confirming this @colinjwatt

Have you tried requesting the PAC code from your older Oomph sim to transfer it to your new O2 sim? 

[colinjwatt]

yes tried that but its deactivated now.

[Carley_S]

My apologies @colinjwatt

If the oomph sim is now deactivated then a PAC can no longer be requested and the number is lost. 

[colinjwatt]

whats an ooomph sim? i had no idea this would happen. we have had this number for 15 years

[Carley_S]

You advised that you had a media package. If you had a virgin mobile through a media package then you would have been on a package called 'Oomph'. The Oomph sim is apart of a media Oomph package.   

[colinjwatt]

hi carley. thanks for your response. im obviously not happy about this, so i need to find out whats happened. we have been customers for some time, not left, we have renewed our packages so this is really frustrating. how can i speak to someone directly please? thanks for your help

[David_Bn]

Thanks for coming back to us @colinjwatt.

Once a sim card becomes deactive, requesting a PAC code would not be possible.

I am however willing to look into this for you, to see if there's anyway we can generate a PAC code for you.

Check out the purple envelope in the top right hand corner from me.

Kindest regards,

David_Bn