Thank you for taking the time to post in regards to the recent communication received relating to changing your SIM card, we understand there has already been some changes recently and the confusion these can cause.
Part of these changes are relating to the network used, we have recently migrated to O2 as part of our joint venture and in some instances this will require a new SIM card where we aren't able to make the changes 'over the air'
Again, we understand the frustration and apologise for the confusion caused. As you are probably already aware we're only able to send the new SIM to a UK based address. It would also need to be activated whist connected to the UK network to ensure there are no issues during this process.
I will ask If you have received the new SIM with the correspondence? If so and you require assistance with the activation, let me know and I'm happy to help although as you have mentioned the other SIM replacements you will be familiar with this process. Support is also included in the literature that comes with the SIM.
Problem is that Virgin cannot update these SIM cards when they are out of the country. Hence the need to send out new cards activated in the UK If you were resident in the UK then you would probably still be on the original SIM.
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