Virgin Mobile - you must change your SIM!

[GarraGee]

Virgin is telling all mobile customers that we have to change the SIM to another, similar one that V supplies.

I have tried this twice so far with no success, i.e. no connection to make calls using the new SIM.

What is really annoying is that they have closed all the shops where I used to go with queries like this.

Their telephone system is virtually non existant for this sort of query.

If anyone has made this change successfully, I should be most grateful to hear from you.

Thanks

GarraGee

[Parky]

How are Virgin "telling" you? I have had no phone or text message on my pay-as-you-go Virgin phone.

[Mike4]

Yes this sounds HIGHLY suspect to me, but a brief Google reveals they have been sending out new (unrequested) sims for a while now.

[xeny]

I went through the process maybe 6 months ago. The SIM arrived, I installed it, it started working.

I think they're doing it to replace really old generation SIMs as part of a rolling process, presumably to allow them to replace some legacy network kit.

[GarraGee]

Many thanks.

I hadn't realised the potential security problems this might cause.

What regulatory body should I use to raise the situation "officially".

OFCOM?

Thanks

GG

[Itsallaguess]

I hadn't realised the potential security problems this might cause.

What regulatory body should I use to raise the situation "officially".

OFCOM?

There's a Virgin page linked below that seems to suggest that they are indeed currently rolling out a SIM-swap process, and you'll see on there that there's a number you can ring (0345 6000 789) if you've 'not received, or lost your SIM', so whilst this doesn't quite describe your particular problem and concern, I'd perhaps give them a ring on that number and do two things -

1. Ask them if the SIM you've been sent is an official SIM

2. If it is an official SIM, ask them who you can talk to with regards to the problems you're having with getting it working..

Swapping your SIM - We've made some improvements to our network which means you need to swap your SIM -

https://www.virginmedia.com/shop/mobile/sim-help

It's almost a certainty that the very first question any telecom regulator will ask you, if you choose to call them about this issue, will be 'Have you spoken to Virgin about this?', so giving Virgin a ring on 0345 6000 789 and getting some clarity with the above questions will at least enable you to answer such a question from the regulator with a 'Yes', if Virgin themselves can't actually help you with your problem...

Cheers,

Itsallaguess