Help please! "Invalid sim", "Network fail".

travelodger

I had a TT Sims flip phone (not a smart phone just calls and texts) with my Virgin Sim Card and it all worked perfectly. Then the phone was lost.

I bought the identical phone again and today I received a brand new sim from Virgin.

I put in the sim and it asked if I wanted to transfer the data over, and I replied "yes". But since then it refuses to make or receive calls, and shows error messages: "Invalid sim", alternating with "Network fail".


My 38 year old lodger is adept at mobiles but is at a loss as to how to fix this.


Please be patient with me and don't use jargon as I am elderly.


Until I get it fixed I am housebound as I have medical issues and would be scared to leave the house without a working phone.

Thanks

The_Fat_Controller

When you received the new SIM, were there instructions to activate it on the Virgin website ?

https://community.virginmobile.com.au/t5/Support-Articles/How-can-I-order-and-activate-a-replacement-SIM-card/ta-p/30507

Oops, sorry about the rubbish Aus link !

travelodger

Hi Controller

The sim came in a package with instructions. It says, "Simply pop your new SIM card in and if it asks you for a pin then enter 7890. You will get a text confirming that you are up and running".

It did not ask me for a Pin it just says Invalid SIM or Network Fail.

The link you sent is for the Australian site btw. It looks to me that the australians have to activate their new SIMs.

On the instruction card it also says if you have any problems, go to https://www.virginmedia.com/newsim so I did that and it's an error 404.

elsien

Is this any help?

https://www.virginmedia.com/shop/mobile/swap-your-sim.html

ETA - they also have a webchat facility if you're not able to phone them.

travelodger

elsien wrote: »

Is this any help?

https://www.virginmedia.com/shop/mobile/swap-your-sim.html

ETA - they also have a webchat facility if you're not able to phone them.

That is the instructions I have followed - I put in the SIM.

I phoned them but they can't help me. They just keep telling me to put the SIM in the phone and it will work.

This is a brand new phone and I need to make it work somehow.

I hoped an MSE member might have had the same problem and know what is wrong.

TL

karatepet

is the new phone unlocked for any network?

travelodger

karatepet wrote: »

is the new phone unlocked for any network?

Yes. It's identical to my previous phone - which worked perfectly with a virgin SIM card with the same number.

I just phoned Virgin again and they said the SIM is showing at their end as valid and activated and working.

I am at a total loss now.

The only thing I can think to do is go into town tomorrow and walk into one of the mobile shops and ask them to start me off all over again with a phone and SIM combo that actually makes calls.

It does not seem too much to ask!

pmduk

The handset is locked to another network. You will need to get it unlocked by that network before your Virgin SIM will work.

karatepet

where did you buy the new phone from?

travelodger

pmduk wrote: »

The handset is locked to another network. You will need to get it unlocked by that network before your Virgin SIM will work.

Why would a new phone be locked? I don;t understnand.

travelodger

karatepet wrote: »

where did you buy the new phone from?

Amazon. Identical make, model and colour as the one that worked perfectly with my previous SIM.

I think I will have to go into town and cough up a fortune to buy a working phone :-(