I'm making a couple of assumptions, with that description. To be fair, it could also be that someone stole it in the post, or that Virgin simply failed to send it - but given that it's been totally impossible to get any kind of human reply or even acknowledgement of the problem... The full version is that I got a text a couple of months ago saying "we need to send you a replacement sim, please go to our website and confirm your address". So I went to their website (very definitely; no clicking on links here:), and confirmed that the address associated with my number was still correct. A month or so later (having totally forgotten about it in the meantime), I got a text saying "you need to switch to the new sim this week or you'll no longer be able to connect to our network". Back to the website, which says that a new sim is in the post to me and should arrive that week. A few days after that, my phone stops working for anything except 999 calls. Check website, still "in the post". OK, delivery of basically everything has been messed up this year, I can wait. Fast-forward to last week, when I suddenly realise that I still don't have a working phone, and go check their website again. Now it says "Congratulations, you are already using your new sim!". Which... yeah, no. All attempts to get further information or a replacement sim have been met with the website telling me that I need to contact them from the mobile number in question. Which I can't do, because the phone won't connect to their network any more. I've wasted a couple of hours over the last couple of weeks trying to find some way of getting through, and now I'm giving up because it's clearly going to be quicker and easier to just get a new sim.
(Edit to add: sorry for the great wall of text. I just... [gestures in frustration])
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The full version is that I got a text a couple of months ago saying "we need to send you a replacement sim, please go to our website and confirm your address". So I went to their website (very definitely; no clicking on links here:), and confirmed that the address associated with my number was still correct. A month or so later (having totally forgotten about it in the meantime), I got a text saying "you need to switch to the new sim this week or you'll no longer be able to connect to our network".
Back to the website, which says that a new sim is in the post to me and should arrive that week. A few days after that, my phone stops working for anything except 999 calls. Check website, still "in the post". OK, delivery of basically everything has been messed up this year, I can wait.
Fast-forward to last week, when I suddenly realise that I still don't have a working phone, and go check their website again. Now it says "Congratulations, you are already using your new sim!". Which... yeah, no. All attempts to get further information or a replacement sim have been met with the website telling me that I need to contact them from the mobile number in question. Which I can't do, because the phone won't connect to their network any more.
I've wasted a couple of hours over the last couple of weeks trying to find some way of getting through, and now I'm giving up because it's clearly going to be quicker and easier to just get a new sim.
(Edit to add: sorry for the great wall of text. I just... [gestures in frustration])