Beware Virgin Media Skullduggery

[Canary42]

I am being told by Virgin Media that I must change my SIM to continue using their mobile phone service. But I have no idea how to carry out this operation and the Virgin Help site is of no use whatsoever as it “fails to recognise my IMEI code” – yet I need this to proceed any further on their help process.

If I “experiment” with my mobile phone (A Nokia over 20 years old) to try to find how I access the SIM card, and buger it up then I will be unable to use online finance services. And since they don’t recognise my phone, how can I be certain their new one will work.

As I am shielding, this will render me totally helpless.

The only way of contacting them is through the impotent website (no telephone contact or mail address anywhere).

They claim the change is necessary to reach all their exciting new features – well that’s no good to me, I use less than half of the existing services, and certainly don’t need any more.

They claim my old SIM card will shortly cease to function. As above, this will leave me helpless.

This “short & curlies” marketing is becoming increasingly common where the customer is forced into action “or else” – How are they allowed to get away with this outrageous blackmail?

[dannyk13]

Try this:-
https://www.virginmedia.com/help/live-chat

[dannyk13]

Or if you wish to phone them - 0845 454 1111

[ParsleyDumpling]

Canary I think this maybe because of 4/5G compatibility with your SIM card. I had to do something similar with Virgin a few years ago, in order for my phone to work with 4G. They should send you a new SIM card with full instructions of what (and when) to swap it out for your old one. Have you rang for advice from your mobile (789)? I have always found Virgin Mobile to be most helpful.

[carrot99]

I had Nokia phones 20 years ago. If you take the back of the phone off, you will see your battery. Lift this out and underneath will be the sim card, if I remember rightly. You lift out the old sim and pop in the new.
Much easier than on modern phones where you poke pins in holes and tiny trays pop out.

[smiley1]

Hi too have the same issue. I received several texts all from different numbers and ignored them thinking they were spam. Finally spoke to someone on Monday when topping up my pay as you go phone which is 10 years old and they told me much the same thing and said a SIM card would be with me in 2 days, still waiting for it to arrive

[albaqwerty]

if you have an 'old' phone, go through your list of contacts and write fown the numbers.
The new sim won't automatically have your contacts.
I'm having to write them down and will add them once I've been bothered to put my new sim in.
Then, I'm off to giffgaff after I've used up current credit :D

[Canary42]

Thanks for those contact details dannyk13, I'll give it a try.

carrot99 I've no idea how to get the back off, there are no screws or clips etc.

(Wrinkly Rant: I still object to being pushed around by Corporate bodies, firstly the banks insisting on a mobile, then Virgin with this. It's cynical manipulation taking advantage of the Coronavirus situation where the mobile originally bought just for emergencies now becomes my lifeline)

[Buenchico]

As Carrot99 indicates, getting at your old SIM (and then replacing it with a new one) should be no more difficult than changing the batteries in a torch.

Although having a new SIM might well give you access to some new features, the real reason for the need to change is simply that Virgin Media's contract with EE (which enables VM to use EE's masts) is about to expire, so you'll need a SIM which can connect to Vodafone's masts (because that's who VM will be using in future).

[albaqwerty]

to get the back off, have a look around the edge where the back and front meet, there should be some small gap and using a flat-head screwcriver or a strong thumbnail you should be able to prise the back off.
If not, try youtube x