Virgin Mobile

Trouble activating a new iphone SE with new SIM - ICCID not found

Whiz Kid

Trouble activating a new iphone SE with new SIM - ICCID not found

The online activation process hits a snag when I enter the ICCID from the SIM card that they gave me with the phone at the Apple Store. The VM site said the ICCID is "not found."

 

I also tried activating on the phone, which said the ICCID was "not compatible."

 

The phone is brand new (replacement), as was the SIM. I also tried the old SIM, which didn't work because it's "already in use."

 

This appears to be a common problem, but the resolution in this forum is to PM an agent, so I'm not sure how it's resolved. Can anyone help me with this? Thanks.

1 REPLY 1
Agent

Re: Trouble activating a new iphone SE with new SIM - ICCID not found

Hi there! If the ICCID that you entered is not found, it would mean that it is not a compatible/valid Virgin Mobile SIM card. We can help you activate the phone using your old SIM card. The process to do this can not be done on our website at the moment. Feel free to send us a private message so we may work directly with you.

 

You can send us a private message by clicking on my name, then selecting the message option from the profile page.