a week ago
I've just bought a Virgin sim and put it in an iphone 5c that is locked to Virgin. It comes up saying sim not supported. Contacted support who said to ring in and they could unlock it.
Spoke to a "friendly" adviser apparently and she said that the original owner of the phone had to call in as it was locked. How does she know that as she asked nothing about the phone?!
I have tried the factory reset as suggested and now I'm at a loss as to what to do. Any ideas please?
Go to Answer
Welcome to our community forum pages and thank you for posting.
We are sorry to hear that you have been having problems with your mobile service since inserting the new SIM.
Has there been any improvement since your last post at all?
Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help
None at all. I’m left with a useless phone and a sim that doesn’t work
We understand that this is frustrating and we'd like to see what we can do to help.
Are you able to try the SIM in an alternative handset to see if it connects to the network at all?
This all just sounds like the iPhone 5 is locked to Virgin's old network (EE), which will need a unlocking request by Virgin to use a new purple SIM.
Found this answer helpful? Share it!
I was told it was locked and “just” get the old owner to ring up to get it unlocked. They won’t do that so now I’m stuck.
Unfortunately I don’t have another handset that isn’t locked to another network to try it in
I'm going to pop you a private message so I can help you get this sorted.