Menu
Reply
Markbradshaw1
  • 10
  • 0
  • 0
Joining in
481 Views
Message 1 of 11
Flag for a moderator

Sim help

I have received a replacement sim but I’ve managed to lock the phone. I got an unlock code from you but I cannot unlock the sim or phone. It’s still saying network locked - emergency calls only. I cannot get to the part where you can enter a code. The phone is used by my vulnerable Aunt and I’m getting extremely frustrated. Can I be sent another sim.

0 Kudos
Reply
Zak_M
  • 4.41K
  • 259
  • 417
Forum Team
Forum Team
439 Views
Message 2 of 11
Flag for a moderator

Re: Sim help

Good morning @Markbradshaw1

 

Thank you for taking the time to reach out to us. Are you able to let us know the make and model of the handset that she is using? 

 

Kind Regards,

Zak_M

0 Kudos
Reply
Markbradshaw1
  • 10
  • 0
  • 0
Joining in
423 Views
Message 3 of 11
Flag for a moderator

Re: Sim help

Yes it’s an Alcatel Onetouch Pixi 4
0 Kudos
Reply
Zak_M
  • 4.41K
  • 259
  • 417
Forum Team
Forum Team
389 Views
Message 4 of 11
Flag for a moderator

Re: Sim help

Thank you for letting me know. 

 

I am going to drop you a PM so that we can look further into this, 

 

Kind regards,

Zak_M 

 

 

0 Kudos
Reply
Zak_M
  • 4.41K
  • 259
  • 417
Forum Team
Forum Team
380 Views
Message 5 of 11
Flag for a moderator

Re: Sim help

Thank you for providing me that information over PM. 

 

I have ordered the sim to be resent out to you,  please let me know as soon as you have received the sim and if you get any error messages. 

 

Kind regards,

Zak_M 

0 Kudos
Reply
Markbradshaw1
  • 10
  • 0
  • 0
Joining in
374 Views
Message 6 of 11
Flag for a moderator

Re: Sim help

Thank you

0 Kudos
Reply
Markbradshaw1
  • 10
  • 0
  • 0
Joining in
308 Views
Message 7 of 11
Flag for a moderator

Re: Sim help

Hi 

I have now tried the sim in an iPhone 5s which was on EE and it says SIM not supported 

can you help

0 Kudos
Reply
BenMcr
  • 21.58K
  • 2.35K
  • 4.36K
Very Insightful Person
Very Insightful Person
306 Views
Message 8 of 11
Flag for a moderator

Re: Sim help

You need to use an unlocked phone.

Virgin Mobile SIMs now have no link to EE's systems so won't work in an EE locked phone.

EE should be able to unlock the device for you though as long as it was purchased by you from them.

**********************************
I work for Virgin Media - but all opinions posted here are my own
0 Kudos
Reply
Markbradshaw1
  • 10
  • 0
  • 0
Joining in
280 Views
Message 9 of 11
Flag for a moderator

Re: Sim help

How am I going to get the sim to work ? Which network phone will work with virgin

0 Kudos
Reply
BenMcr
  • 21.58K
  • 2.35K
  • 4.36K
Very Insightful Person
Very Insightful Person
269 Views
Message 10 of 11
Flag for a moderator

Re: Sim help

No network locked phone will work with a Virgin Mobile SIM. It has to be unlocked to work with all networks.

The network that locked a device can unlock it - but they may have to speak to the person that bought it.
**********************************
I work for Virgin Media - but all opinions posted here are my own
0 Kudos
Reply