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Sim swap no service

Hiya Guys,

   This seems to be a repeat issue. I have swapped my sim over to the new one I've been sent. 

I have sent activation text, received my date, lost service on old sim, swapped to new sim, waited for 24 hours. 

I haven't received any messages and I my sim is not being registered on my device (Google Pixel). The system settings show that there is no information on the sim (no number, carrier or registration information).

I have tested another sim in my device and it works fine. I tried the new sim in a new device (Samsung) and I'm given a "No sim provision". 

I cannot phone virgin for help and can't seem to create an account which is adding to my frustrations. You guys have been great for the last 8years so looking forward to the help 🙂 

Kind regards,


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Re: Sim swap no service

Hi DakryHelios, 

Thanks for your post and welcome to our community. 

Very sorry you're having an issue with your new SIM, this ins't good. 

From what you've said it sounds like the activation hasn't fully completed, not to worry we can check this from here and give it a nudge. 

I'll pop you a personal message now for some details and we'll take it from there. 


Emma_C - Forum Team
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