Switching SIM card from old phone to new one

[mikelarry]

I bought a new unlocked sim free iphone from apple's website. I tried taking the sim from my old phone and putting it into the new one and activating it online but that didn't work. I tried calling virginmobile but I have to call from a different phone and I only have one.

What to do?

[mikelarry]

I am trying to switch from a iphone 6 to and XS, if that mattters.

[Royt]

Sorry for any inconvenience, mikelarry. Unfortunately, existing customer are not allowed to activate bring your own devices. Only new port-in customer can activate bring your own devices. If you have any other question or concern, just let us know.

[mikelarry]

Why are existing customers not allowed to activate their own devices?

[melissac]

We truly apologize, mikelarry. Unfortunately, we do not have a Bring your own device program for existing accounts.

[mikelarry]

Ok, then I think I'm done with virgin mobile.

[melissac]

We're truly sorry to hear this and we apologize for the inconvenience.