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psrad1
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Unexpected new SIM received

Hi, 

Yesterday at 10am I received an email from mail@virginmedia.co.uk with 'You order's on its way!' - which referenced a new SIM for the number associated with my Virgin Oomph deal. Today, the SIM arrived with a standard looking letter quoting an order reference and account reference etc. - all looking legitimate. 

The only issue is that I haven't ordered a new SIM.

I looked on my account online and under the 'my orders' section it shows matching details of an order with: "Order placed Customer service (phone) 06/10/2021 00:18:00" as the origin. 

I haven't spoken with virgin mobile customer services since August - and certainly wasn't speaking to them at midnight on 6th October to order a new SIM. It's not the first time I've received a replacement SIM unannounced, but it's the first time that all the evidence appears to suggest I ordered it myself when I absolutely didn't! Any ideas if I should be concerned about compromised security details? 

Thanks.

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Sofia_B
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Re: Unexpected new SIM received

Hi @psrad1

 

Thanks for your post 🙂

 

I'm sorry to hear this, I appreciate this is frustrating and we apologise for any inconvenience caused. 

 

To confirm, are you an Ultimate Oomph customer currently? Do you already have an active sim with us? 

 

Thanks, 

Sofia
Forum Team



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psrad1
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Re: Unexpected new SIM received

Hi Sophia,

Thanks for getting back to me.
Yes - I am an Ultimate Oomph customer, and already have an active SIM on that plan. Just in case it's helpful - the mobile number associated with the SIM order in the 'my orders' tab on my online account is the same as the number of my already active Ultimate Oomph SIM.

Many thanks!
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Sofia_B
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Re: Unexpected new SIM received

That's so strange, apologies about that. 

 

I'm going to send you a PM for more details just so I can look into things for you and give some clarity on what's happened here. 

 

Please look out for a notification in the purple envelope located in the top right hand corner of the Forum. 

 

Thanks, 

Sofia
Forum Team



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