HELP & ADVICE

MOBILE SIM HELP

Replacement SIM

This replaces your existing one, so please swap it over as soon as you can. Then, carefully dispose of your old SIM card.

Swapping your SIM is really easy, just follow the simple steps below.

1)      Firstly, make sure your contacts, photos and messages are saved or backed up. If you’re not sure how to do this, see FAQs below. You may also want to make a note of any recently saved voicemails if they’re important, as these will automatically be deleted when you swap to your new SIM.

2)      Your new SIM is in the card holder below. There are three different sizes, so check which size SIM you need before you carefully push out the right one from the perforated section.

3)       Put your new SIM into your phone. It should only take a maximum of 10 minutes to start working and you’ll get a text to confirm you’re up and running. Don’t forget to re-record your personal voicemail greeting, as it will automatically be set to the default recording. 

N.B.  If your organisation has more than one mobile number with us then you’ll receive a replacement SIM for each number.  These will be sent individually to the
account owner, so please distribute internally.

New SIM

Swapping your SIM is really easy, just follow the simple steps below.  You’ll need to do some things first using your existing SIM, so please read these instructions carefully.


Firstly, make sure your contacts, photos and messages are saved or backed up. If you’re not sure how to do this, see FAQs below. You may also want to make a note of any recently saved voicemails if they’re important, as these will automatically be deleted when you swap to your new SIM.

Your new SIM needs to be activated prior to use.  To do this, text SWITCH to 789225 using your existing SIM.  You’ll receive a text back with the activation date.  Please make sure that you continue to use your existing SIM until then.

Your new SIM is in the card holder below. There are three different sizes, so check which size SIM you need before you carefully push out the right one from the perforated section.  When your existing SIM loses service, remove and then insert the new SIM into your phone.

Once you’ve replaced the SIM, it should only take a maximum of 10 minutes to start working and you’ll get a text to confirm that you’re up and running.  Don’t forget to re-record your personal voicemail greeting, as it will be automatically be set to the default recording.

Not got your old SIM anymore?

Please call our Customer Care team on 0800 052 0800 (and select option 4), they’ll be happy to help

Frequently Asked Questions

Here are some commonly asked questions and answers to help you along.
If you have it to hand, your phone’s user guide might be useful too.

Will my mobile number change?

No, your mobile number stays the same. You can find your number on the front of this letter.

How do I make sure my contacts, photos and messages are saved?

Head to the website above for help transferring anything from your SIM to your phone, or help backing up to a cloud service.

Where’s the SIM card in my phone?

Your SIM card is usually in a slot in the side or you might need to remove the back.
Not sure? Check your phone’s guide, or go to our website for help.

Which size SIM do I need for my phone?

If you have your old SIM, carefully push out the same sized one from the card holder. If you don’t have your old SIM, take a look at your phone’s SIM slot or tray to work out the right size.

My phone’s asking me for an unlock/subsidy/ restriction code – what’s this and what do I do if it doesn’t work?

This is a one-off code supplied by your original network provider and only they have access to it.  N.B. It isn’t your personal passcode (please don’t enter that – it could lock your phone). This means that you’ll need to contact your original network provider for this code.

My phone is asking me for a SIM PIN – what should I enter?

This is the default PIN for your SIM card and isn’t your personal passcode. Just enter 7890. If you enter it incorrectly too many times you might lock your SIM. If that happens, you can easily get your PUK code by calling us on 0800 052 0800 (and selecting option 4).

Will my voicemail greeting change?

Yes, it will go back to the standard message. You can re-record your personal greeting if you need to.

Something isn’t working – what do I do?

Firstly, try turning your phone off and on. If it’s still not working, check the SIM is in properly and facing the right way up.  Alternatively if you have it, you can check the user guide that came with your phone.

I can’t use roaming data since I swapped the SIM

You can fix this by changing the APN settings in your phone

 

iPhone Device

Go to Settings > Mobile Data > Mobile Data Options > Mobile Data Network

Name: Virgin Internet.

APN: goto.virginmobile.uk

Username: user

MMSC: http://mms.virginmobile.co.uk:8002.

MMS Proxy: 193.30.166.2

MMS Port: 8080

Authentication Type: PAP.

If you're given a choice of APN types, select internet+mms, or if the keyboard appears, the * symbol.

 

Android Device

Go to  settings > Connections OR Wireless/Networks > Mobile Networks > Access Point Names

Name: Virgin Internet.

APN: goto.virginmobile.uk

Username: user

MMSC: http://mms.virginmobile.co.uk:8002.

MMS Proxy: 193.30.166.2

MMS Port: 8080

Authentication Type: PAP.

If you're given a choice of APN types, select internet+mms, or if the keyboard appears, the * symbol.

 

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