Hi dianaorza
Sadly, it is a common mistake Virgin have making for many months now, where they supply a data-only sim with a phone - they should only be supplied if you brought a tablet.
I'm surprised you have received no help here 🤔.
Getting help ringing in will most probably take a few calls before you get someone willing/knows how to help you, most will blame you for picking a data-only sim - which is in actually impossible for you to do 😄
If you do get help, request any call costs you may have incurred - while you have been missing out on your call/text allowances.
If you get fed up trying to sort it, the sim is on a 30day contract, so you can get a PAC or STAC code and take a sim on elsewhere - the phone loan payment will carry on as normal.
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BB 200 - Hub 3, Phone Talk w/ends, Mobile Sim only. Customer since 1993.