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BarneyS73
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URGENT SIM swap

My elderly Mum is a Virgin PAYG customer & has received numerous text messages over the past week or so stating she has to swap her SIM she has been sent, urgently!!

ONLY problem is - She's never received such SIM.....

1, What does this mean if she doesn't swap SIM?

2, how does she get a new SIM?

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Beth_G
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Re: URGENT SIM swap

Hi BarneyS73,

 

Thanks for your post - I am sorry if your Mum did not receive her replacement SIM in the post.

 

Do you know if she has moved house since having her mobile account with us and forgotten to update the address change with us? If so, we would need to speak with her directly in order to pass security on the account and update the new address on our system, so we can then send out a replacement SIM to the correct address.

 

Thanks,

 

Beth

 

 

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BarneyS73
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Re: URGENT SIM swap

No change of address for over 20 years Beth & had the SIM for approximately 6 years...🤔
Can you please let me know how/who to contact at Virgin to get this sorted
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BarneyS73
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Re: URGENT SIM swap

Just tried to order a new SIM online & get message that Virgin have already sent my Mum a new SIM, so can’t re-order!
Then phoned 789 from the mobile & DON’T get the opportunity to speak to anyone, just get sent a link...😫😫

Talk about going round in circles.... PLEASE HELP VIRGIN ‼️
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Alex_RM
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Re: URGENT SIM swap

I'm sorry you've not been able to get the help you need BarneyS73,

 

Can you confirm if you'd be able to clear security on the account? If so, I can pop you over a private message to help with this.

 

Alex_Rm

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BarneyS73
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Re: URGENT SIM swap

Please Alex_Rm
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Alex_RM
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Re: URGENT SIM swap

Thanks BarneyS73, 

 

I've popped you over a private message 🙂

 

Alex_Rm