SIM Issues
Find answers to the most common problems our mobile customers have with their SIMs
How to get a replacement SIM
Find out how to order a replacement SIM card by phone or online.
If you have lost your SIM, you report the SIM as lost within your My Virgin Media account. You can also control the SIM settings within your My Virgin Media account to ensure nobody else is able to use it. We can also order you a replacement SIM, or you can order one in your My Virgin Media account online or from your My Virgin Media app.
What happens if you order your SIM through My Virgin Media?
When you've requested a SIM replacement, we will send it out to you by courier. The delivery should only take up to two working days, but most complete within 24 hours. We'll keep in touch anyway to let you know how it's going.
Important: When you receive the new SIM, you will need to sign into My Virgin Media and on the overview page click on the confirm SIM swap button.
How to order your SIM on your My Virgin Media account
1. After you have logged in, click on 'My Products' from the tabs on the top of the page. (Don't have an account? You can register for one in seconds!).
2. Click on 'My Mobile' form the drop-down menu in the 'Products & Usage' tab.
3. On the dropdown next to Selected Mobile number, choose the number you are looking to request a SIM for.
4. Click on 'Request new SIM'.
5. You now need to select your reason for requesting the replacement SIM.
6. Once you've selected your reason, complete the form to place your order for the replacement SIM the delivery should only take up to two working days, but most complete within 24 hours. We'll keep in touch anyway to let you know how it's going.
Important: When you receive the new SIM, you will need to sign into My Virgin Media and on the overview page, click on the 'confirm SIM swap' button.
What to do when you receive your replacement SIM
The replacement SIM we send you will not work right away.
When you receive it, you will need to sign into My Virgin Media and on the overview page click on the confirm SIM swap button. You will then need to enter the last 4 digits of the long number located under the barcode on the plastic wallet sized card from which the SIM was removed. Once the 4 digits are entered, then click the 'OK' button. After clicking 'Ok' you will get a successful SIM Swap message. You will now need to restart your phone to begin service on their new SIM.
Frequently asked questions
Why is your phone asking you to enter a PIN?
All Virgin Mobile SIM cards come locked by a four digit PIN which is located on the red card you received your SIM card in. If your phone restarts or updates, it will ask you to enter the PIN again.
If you don't want PIN security on your phone, you can turn it off from your phone settings menu. On an Android phone this is generally in: Security Settings, or for iPhones under: Settings > Phone > SIM PIN.
What do you do if you enter your phone's PIN in too many times?
If you entered your SIM incorrectly more than three times in a row, the phone will become blocked. To start again, you'll need to enter the PUK, which is printed on the SIM pack which you would have received with your SIM.
Alternatively, you can find your PUK code by downloading the My Virgin Media app. Once installed, log in to your account and navigate to My Mobile Plans to retrieve your PUK code quickly and easily.
Still having trouble? Call us on 1908 and we will help you out.
What can you do if you can't receive calls?
Firstly, check that your phone shows at least one signal bar. If you have less, your signal may be too weak to receive a call.
Have you restarted your phone? Sometimes your phone needs a restart to reconnect to the network. If you restart your phone and you're still unable to receive calls but you have signal, you should check that you don't have the Do not Disturb feature turned on.
If you have tried the above and it's still not working, please contact us for help.
