Virgin esim available?

[Motorman1]

I'm reading conflicting reports about Vigin Mobile offering esims. Virgins internet site appears to suggest that they are now revailable following their suspension in the switch over to O2. Whilst online answers from Virgin to questions on this community indicate that this is NOT the case. So whch is correct?

[Travis_M]

Hi @Motorman1

Thanks for posting on our community forum and a big warm welcome with this being your first post.

eSIMs are available for all our Pay Monthly customers with eligible devices, once you’ve checked that your device is compatible with eSIM, existing pay monthly customers can request an eSIM by calling 789 on your Virgin Mobile phone or online using My Account.

Alternatively new customers can request an eSIM for compatible devices during their purchase online or by calling 0800 052 0422.

Regards

[Motorman1]

Hi Travis

Many thanks for your helpful reply. I notice that you have quoted the message which appears on the Vigin Mobile website. However, there have been several posts on this forum in recent weeks suggesting that, when others have contacted the 789 number, the support staff deny that this service is availbale. I have also been unable to find the link to allow me to request an esim on my Virgin Mobile account page. Perhaps you could point me in the right direction?

[Travis_M]

Hi @Motorman1

Thanks for your response

If you contact our mobile care team via the above options they'll be able to discuss eligibility for this with you.

Regards

[Motorman1]

I had assurances from you that esim's were available even after I raised the point that others on this forum had said it wasn't.  I contacted Virgin customer servcie who also said the esim's were availbale and they sent me an actvation code which after hours of attempts does not work!

Why? because Virgin mobile discountinued the service in Augusr. I now have a non-functioning phone because you can't do your job properly,

This it outreageous customer service when you can't even advise customers of the products you offer. I am seriously thinking of chaning my mobile supplier to one which does know what they offer.

Please make sure you don't mislead any more customers with this complete rubbish!

[Steven_L]

Thanks for coming back to us @Motorman1, I'm sorry that you were given incorrect information about the availability of esims.

Have the team arranged for a physical sim to be sent out to you?

Regards,

Steven_L

[Motorman1]

A physical sim id being sent to me by expeditied delivery. I am going to the USA shorlty and if the sim does not arrive or work I will be forced to find an alternativ mobile provider.

[Paul_DN]

Hi Motorman1,

We are sorry for any inconvenience caused and for the lack or clarity around the availability of E-sims, when do you travel to the USA?

Regards

Paul.

[Motorman1]

September 27

[Paul_DN]

Thank you for confirming this, the Sim is usually sent within 3 to 5 days so will arrive within plenty of time.

Regards

Paul.