So this query isn't about my account, but my mum's who is also with Virgin. She isn't tech savvy and I need to help her remotely (which is difficult!). So I bought her a phone off Amazon which is from a reseller, which said it was unlocked to all networks. After it arrived, she put her existing Virgin mobile SIM into the new phone and received a message something like "Need network unlock code and my phone isn’t allowed to use this SIM card"
She said that "I spent a very long time on a phone call to Virgin who insisted that I need to contact the retailer/provider (Samsung) to unlock handset. I said to to the guy - Alex we were going round in circles and decided to leave it until today."
I have contacted the Amazon seller because it's seemingly is not unlocked if she's getting that message.
Is there anything at all that Virgin can do for her, by providing an unlock code? It's causing her a bit of distress being without a phone. If possible and if I need to verify the account details, I can ask her - she would not be capable of following troubleshooting if asked directly. From some searching online, most people just cough up some money for an unlock code by using a tool, but I don't want to spend more money with no assurance that it'll actually fix the issue.