I have a mobile account. I have had 50 messages back and forth to Virgin about this problem and in the end they sent a link but I cannot access it from my phone, I only use it for calls and sms, not internet. All I want to know is what to use to log in to my account, having forgotten the post code I used originally, years ago, and because it says my user name and password aren't recognised. For a major media company I find it incredible that nobody can help me. I shall have to get a new SIM from a competitor to use in future.
In that case, as I cannot sign in to my account, after 85 texts back and forth to Virgin's help section during the last 2 days, I shall have to stop using Virgin and use giff gaff, they seem to be much more user friendly. I have been a loyal Virgin customer for about 15 years or more, albeit only for texts and calls not mobile data, and I seem to have been thrown on the scrap heap. You might not be able to help because I don't live in the UK now but Virgin is still happy to take my money!
Really sorry for any upset that this has caused and the trouble you're having getting a resolution on this.
So as advised, you can use the service outside the UK but as per our roaming policy this shouldn't be done on a permanent basis. Also regardless of where you are, we will certainly always do what we can to help so I can only apologise if you've been advised otherwise.
We do have some options as you're outside of the UK, we can send the SIM to a UK address and this would then need to be activated and sent to you, but within this time you would have no service. If that is something you want to do then let us know, but again we can't guarantee you'll always have service outside of the UK and it's best to have a look at our roaming help page here.
The other option is if you don't want to keep using the Virgin services is that we can provide you with a PAC, but you would need to use the credit before doing that. The PAC can also only be used to transfer the number to another UK provider.
Please let me know what you think or if you have any further questions, I can assure you we'll be around to help.
I can't give a specific date at the moment, this is individual for all customers.
We would continue to send messages regarding the new SIM, you'll then receive messages to say you've got two weeks and then a few days left to use the SIM before it stops working so we will give you some notice.