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tom456
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Transferring old number - help!

I have just received my Virgin Mobile SIM.

When I bought the SIM-only contract, I didn't give Virgin Mobile my PAC because they said I didn't need to get it right away.

I now have my PAC from my old provider - so I just want to know who and where I give it to at Virgin Mobile.

I have received a welcome email asking me to check out my online account. I figure I can submit the PAC there.

I try to sign up but I'm asked to fill out an answer to the secure question displayed. The box is empty. I click "I don't know my secure answer" and I'm asked to call a number.

I call the number and I am asked to press "1" to receive a link to help page otherwise the call just ends.

I press 1 and click on the link and I'm taken to this page https://www.virginmedia.com/help/keep-my-number which tells me I need to sign in to my account to enter my PAC.

And so the circle is complete. Log in fail -> Call -> Help page -> Log in fail

Any tips on how I can get a hold of anyone to sort this out?

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Martin_N
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Re: Transferring old number - help!

Hi tom456,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear about this. I will private message you to get this ported over. 

 

^Martin

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me7
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Re: Transferring old number - help!

This is the issue I am having at the minute. Just a loop, very frustrating. Got people calling old number. 😕

Know things are stretched at the minute though with social distancing. 

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Martin_N
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Re: Transferring old number - help!

Hi me7,

 

Thank you for your post. 

 

So to confirm are you looking to port over a number to us as well?

 

^Martin

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me7
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Re: Transferring old number - help!

Yes. I think someone is dealing with it at the minute though thankyou. 

I got pac code and number was meant to swap to a new sim but then I got sent another new sim because of an error and it hasn't swapped to the newer one. 

But the website has the same glitch for me. I am trying to make an account and it asks to answer the security question but there isn't one so I cant make an online account. 

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MrsKing87
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Re: Transferring old number - help!

I have also being having this same issue 

Sort of wishing I stayed with ee cos these issues shouldn't be so difficult to sort out. 

How can I get my pac over to you virgin so I can start using your network? 

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Fiza
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Re: Transferring old number - help!

Hi am having exactly the same issue.  I am wondering why transferring my old number across is so complicated as it’s just taking me  around in a loop.

I have my PAC code from my old sim to transfer the number across but I don’t have an virgin mobile online account and have not been given a security question or answer for registering. I’ve tried calling and the lines are busy which is understandable considering the circumstance. Can you please help me out asap as I’ve been using a new number for 2 weeks when this should’ve been a straight forward process online.

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Gareth_L
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Re: Transferring old number - help!

Hello Fiza

Thanks for your post on our Forums

Sorry to hear you are unable to access your online account

The password for this is the same one you use as a customer if you call us 

Can you please try that and let us know how you get on.

Gareth_L

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