Virgin mobile cut off my eSim.....Idiots !!!

[Goose3080]

2 days ago a received a text message from virgin mobile that due to improvements in their network (whatever they are messing about with now) they were going to send me a new esim profile to scan onto my phone, I was already on an esim, for some reason I need a new one, go figure.....I woke up this morning to find my phone not working as the old profile has been disconnected, and surprise surprise, no new profile to scan, im left with a brand new S22 Ultra BRICK !!!

Upon contacting them they asked where the physical sim was, I told them I threw it away as I had already converted it to an esim which disables the physical sim and makes it useless, some replied with.....yes you're right, (I know im right)  and others had to question it.

Who are these people ????? 5 times ive had to call today to see if they are sending me a physical sim, 4 out of the 5 times the answer was no, I guess im going to spend most of my day tomorrow on the phone to them to see if theres one on the way to me so I can unbrick my phone.

My lack of trust and confidence in VM sending me a sim to get my phone working again has forced me to order a new sim from GiffGaff, the race is on, first come gets used.

Im a community carer for a living and require a working smart phone for an app which I have to use to log in and out of visits on and require mobile data to do this and pick up new calls, today ive had to put my partners phone into a hotspot mode and use her data connection in order to do my job.

Again....who are these idiots ???

[Natalie_L]

Hi Goose3080, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear that due to the recent changes, you have now been left without a SIM or working phone. 

As you have received the text message to confirm a new SIM is on the way, this will arrive with you within 3-5 working days. 

As the previous SIM has been disabled, the new one should arrive pre-activated but if you have any problems at all, please get back in touch and we will be happy to assist further. 

Thank you, 

[Goose3080]

ive not received any text messages, but my guess would be that you text the number which has been cut off.......figures......which if people used there heads they could of easily text one of the other 4 numbers on my account which they know are active, simply saying your new sim card for your number 07305 xxxxxx is on the way !!

I have however received an email from GiffGaff this morning to state that they have sent my new sim 1st class, so there is some light at the end of the tunnel, i'll just have my virgin sim downgraded to the minimal package if the GG one arrives first.

[Natalie_L]

Thank you for your reply.

On your original post, you have mentioned that you had received a text prior to the SIM being deactivated. 

With this being the case, a new SIM will have been ordered but this can take 3-5 working days to arrive. Due to the weekend, you may find this is delivered early next week. 

Thanks, 

[Goose3080]

The text said to keep an eye on my email for a new qr code to scan for my esim profile, the exact message was:1

"Hi We've made changes to our network, to keep your mobile going you need a new eSIM profile. You'll be getting a new eSIM QR code by email very soon, so keep an eye out. all you need to do is download it to your phone"

That was the day before they cut me off.

[Natalie_L]

Thank you for your reply and for confirming the message. 

I would like to take a look at what has been happening from our side so I am going to pop you over a private message to take a few more details. 

This message will be available via the purple envelope on the top right of this page. 

Speak soon, 

[td97]

I received this too.

Log in to your online account and retrieve the new esim profile there

[Goose3080]

Nope, the option is no longer there, esim hub is gone.

[Travis_M]

Hi @Goose3080

Thanks for your post

I can see you're currently in private message with my colleague, they'll look to have this resolved via here. Thank you for your patience.

Regards