Unrequested sim card order

[TawnyOwl]

My husband has received an email from Virgin saying that the sim card he has ordered is on its way, but he hasn't ordered one. We do have an unused sim card that we received as part of our landline/internet/TV package when we took it out, but in this email there is actually a mobile phone number mentioned, which we don't have. I can't find any reference to this order on the account. We haven't been notified that sim cards are being upgraded. Wondering if this is a scam or if he has been sent another customer's email in error (though address details and name are all correct).

[Zach_R]

Hi @TawnyOwl,

Thank you for your post and welcome to our community forums. We're here to help.

I'm sorry for any confusion here. Have you or your partner made any adjustment to your package recently?

Thanks,
 

[TawnyOwl]

No, not at all. We started our most recent contract over a year ago and haven’t altered it since. 

[Zach_R]

Hi @TawnyOwl,

Thank you for the prompt response. I'm going to send you a private message in a few moments so we can take some additional details and have a closer look at what's going on.

Please respond to this at your earliest convenience and we can go from there.

Thanks,
 

[TawnyOwl]

Thanks for your help - when it arrived today it said on the letter that it was a replacement to enjoy the new and improved network, so perhaps everyone is getting one. Would have been good if that could have been explained in the original email about it though! Problem solved, thanks! 

[Zach_R]

Hi @TawnyOwl,

No problem at all. If you do need any further assistance with this at all, I've sent you a private message.

Thanks,
 

[MissCB]

Hi my dad is having the same email and issue, he doesn't want a new sim card and especially not a new number, any help??

[Akua_A]

Hi @MissCB,

Welcome to our community forums and thank you for your first post.

Sorry to hear you are having a similar issue. Just to confirm, has he made any changes to his package of late? When was this email received? Also is his sim currently active and in use?

Thanks,

[MissCB]

No he hasn't made any changes to his package at all, he's retired and really doesn't like to have any hassle with changes

[Travis_M]

Hi @MissCB

Thanks for the response! Is your Fathers SIM still active and working?

Regards