My very elderly friend was sent a replacement sim because the old one was no longer being supported. This sim has never worked and he was unable to get anywhere with Virgin on the phone although I believe he did report the matter before lockdown Virgin have done nothing. He does not have internet or broadband hence it's me trying and it is certainly trying.
The sim gives 'sim not recognised' which I diagnose as being unsuitable for the phone. The phone is a model which is not listed, a Nokia 1112. it worked perfectly well before.
I have the IMEI number if anyone can help. and his landline number if someone from Virgin can offer any constructive help. That does not mean buy a new phone as he is not able to go out and cannot buy on line and wouldn't want to buy something he hasn't seen anyway.
Here we have a single person aged over 90 isolated without a mobile for the whole of lockdown and there is no means of contact with the provider.
He uses the mobile continuously normally and feels very lost without it. It costs a fortune for him to ring a mobile from his landline and he has no phone upstairs in case of night emergency. I think this is disgraceful.
I expected to get a live chat come up but no, nothing but this forum so I am keeping my fingers crossed.
Thanks for your post and welcome to the community forums. Do you know when he got the SIM and if any time passed before putting the SIM in the phone? As it may have expired before use. We can get another SIM card sent out if needed, but we might need to speak with him to clear data protection, unless you already have those details on hand. It can also be that the handset is locked and will not respond to the newer SIM cards, do you know if there was any kind of message when he put in the SIM card? If it is a case of the handset being locked then it will require unlocking first or getting a newer handset. Handsets can be ordered online and do come with a 14-day guarantee if it isn't to his liking.
Did you manage to find out the length of time before activating the SIM? They need to be activated within 32 days, if it's longer than this then we'd need to send a new SIM or as advised it might not be compatible with the older phones.
Let us know how you're getting on and we can have a closer look at the number via a personal message if needed.
So, it was pre lockdown and it seems he thinks he definitely did use the sim within the 32 days and went to the shop in town for help. They could not get the sim to work but did not offer any solution. It is clearly well over 32 days now!
You surely should know whether you are no longer supporting certain phone models and make this clear. One has a choice then of researching a replacement phone and the possibility another provider might still support the original phone.
If you can definitely say you no longer support the phone, then we will look into the above. Meanwhile he has been paying by direct debit for something he has not been able to access and is due a refund from the moment you withdrew the old sim.
If you think it is worth trying another sim then he will be very pleased to talk to you.