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Wrong mobile model registered on my account

I have bought a new phone (I have a SIM only deal) but can't workout how to change the device/model registered to my account when I log in. I think this is affecting my service as my old phone was very old and my new one doesn't seem to be picking up 4G even though that's the plan I'm on

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Re: Wrong mobile model registered on my account

You can't change it - the site will show the last mobile device purchased from Virgin Mobile.

What the website shows doesn't affect what service you get on your SIM. If you're having any data issues with your device, you should make sure your APN settings are correct:

https://community.virginmedia.com/t5/Virgin-Mobile/New-Purple-Virgin-Mobile-SIM-and-need-the-APN-set...

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I work for Virgin Media - but all opinions posted here are my own
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Re: Wrong mobile model registered on my account

The online account only ever shows Virgin purchased phones, not 3rd party. It will have no bearing on your service.

Now, when you say the phone is not picking up 4G are you referring to signal or data as people often get the two confused?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Re: Wrong mobile model registered on my account

Thanks

 

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Re: Wrong mobile model registered on my account

My mobile signal is very temperamental. My family all have Virgin SIMs (on the same package as me) yet they get signal when I don't

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Re: Wrong mobile model registered on my account

Checked but looks the same apart from Authentication type which is PAP on my phone. But it's all greyed out and I can't change it. My husband's phone h-is not greyed out. Strange....

 

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Re: Wrong mobile model registered on my account

Thank you for coming back to us @L11 

 

I am sorry to hear that you have had some issues with your mobile signal. 

 

How are things looking since your last post? 

 

Kind regards,

Zak_M

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