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Sheljo
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Message 1 of 9
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sim not supported

After 3 calls to 789 telling me different reasons each time, the 'upgraded' SIM card that I didn't ask for is still not working. EE tell me I have to pay £8.99 to get it unlocked. 

Is this my only solution.? 

Why are virgin sending out these SIM cards if they know of this problem?

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paulchambers061
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Message 2 of 9
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Re: sim not supported

Is it an iPhone? 

There's a sticky thread for that 

https://community.virginmedia.com/t5/Virgin-Mobile/iPhone-unlock-request/td-p/3621737

Pop a post in there and a vm mod will reply/arrange for a free fix. You can do it the ee way but as you say it's £8.99

Might take a few days... 

The problem is vm don't know how many Iphones are locked to ee and get this problem swapping to the new non-ee (but still using their masts) sim cards. 

Newer Iphones (from July 17) don't lock to the first network now. 

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Sheljo
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Message 3 of 9
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Re: sim not supported

Thanks for your reply.

its a google pixel phone.

ive just managed to get through to 789 who said they are now emailing an unlock code with instructions.

email hasn't come through yet. I will update on how that goes.  Fingers crossed.

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Forum Team
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Re: sim not supported

Hey Sheljo, 

Have you had your unlocking code yet?

Let us know how you're getting on Smiley Happy 

Emma_C - Forum Team
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Sheljo
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Message 5 of 9
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Re: sim not supported

Update - Had to end up paying £8.99 to EE to unlock the phone. Virgin did agree to refund this for me. The phone was unlocked within 48hrs and I can now use the new sim 

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Forum Team
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Message 6 of 9
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Re: sim not supported

Glad to heat it's all sorted now and we apologise for the time it took. 

We're here if you need anything else. 

Emma_C - Forum Team
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Sheljo
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Message 7 of 9
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Re: sim not supported

Hi yes you can help me. Virgin said they would refund the £8,99 as a credit on my bill. 

Guess what? Just got my billl and no credit. 

Very bad and very unhappy customer. 

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Message 8 of 9
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Re: sim not supported

Sorry about that. 

Are you able to personal message me and I'll have a look? 

Thanks Smiley Happy 

Emma_C - Forum Team
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Sheljo
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Message 9 of 9
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Re: sim not supported

I have just sent you a private message.

thanks

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