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thorpemeister
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Message 11 of 16
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Re: Virgin connect app won't sign me in

Yes the number was recently ported. Other two numbers ported at the same time are fine. With this one, the network is showing as EE and I don’t have Virgin in the list of networks to manually select 

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Message 12 of 16
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Re: Virgin connect app won't sign me in

Thank you for the update Thorpemeister.

 

It can take around 5 working days from the port in day for the Connect app details to update. Are you still experiencing the same issue today?

If the problem is still happening, can I also confirm what color SIM you're using? Have you already tried to reinsert this, reset the handset and reinstall the application?

Can you also try to refresh the network settings on the handsets please, if you're unsure on how to do this let me know which handsets you have and I'll find the steps to do this for you.

 

Let us know so we can look into this further if needed.

 

Thank you, Emily.

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sjtaylor75
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Message 13 of 16
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Re: Virgin connect app won't sign me in

I have this same problem. Can't get app to recognise my SIM. I ported my number to Virgin a few years ago. Can anyone at Virgin help me with this?

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Message 14 of 16
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Re: Virgin connect app won't sign me in

Hello sjtaylor75, 

I'm sorry to hear that you're having the same problem. 

Please can you provide a screen shot of any error messages that appear when you try and login? 

 

Thanks, 

 

Dean C 

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sjtaylor75
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Message 15 of 16
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Re: Virgin connect app won't sign me in

Hello Dean, thanks for trying to help. This is what this app always says:Screenshot_20190819-183451.png

 

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Message 16 of 16
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Re: Virgin connect app won't sign me in

Thanks for this sjtaylor75, 

I have now sent you a private message so I can investigate this matter further. 

Dean C 

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