topic Re: Upgraded on wrong number. Activation issues in Mobility

Upgraded on wrong number. Activation issues

CazeOne — Sat, 21 Mar 2026 16:32:06 GMT

Hello Virgin Community !

I need some help/advices about activating a new phone.

I have a family plan with my partner, and she ordered a new phone with a really good deal. We received the phone and realized she ordered it under my phone number. The app says that if I activate the device I will loose service on my current device.

Question is, can I activate the device with my sim card, then put her sim card in that phone for her to use with her number, and for me to revert on my current phone with my number ?

I hope this makes sense, and thanks in advance for looking into this !

Re: Upgraded on wrong number. Activation issues

VirginPlusKris — Sat, 21 Mar 2026 16:36:56 GMT

Good morning, @CazeOne. Thanks for reaching out.

When a new agreement is created for a new phone, you will receive a confirmation via email with the choices you've made for the phone number, plan and new phone. Once the new phone is received, you have to activate the order via My Account and the agreement can't be transferred to a different number even if it is on the same account.

At this point, you have two options:

Returning the phone back to us which can take time to complete (please contact us as soon as possible if you choose to do so) and redoing the order for the correct number
or you can activate the order. This will deactivate your current SIM to activate the service on the new SIM and new monthly plan you would have selected. Once the order is activated, you can contact customer service or visit in-store to do a SIM swap back to your original SIM.

Let us know if you have any further questions. 🙂

— Kris

Re: Upgraded on wrong number. Activation issues

CazeOne — Sat, 21 Mar 2026 16:57:03 GMT

Hello Kris,

Thank you for the fast reply ! So there is something I am confused about this. I did not receive any new sim, only a new phone, the plan was updated directly online.

Now I only want to activate the new device with my number, and then revert to my current device and give the new device to my partner who also has a virgin number under the same account. I would have to call customer service for that ?

Thank you again Kris

Re: Upgraded on wrong number. Activation issues

VirginPlusKris — Sat, 21 Mar 2026 17:08:50 GMT

Hi @CazeOne.

Do you use an eSIM by chance? As you've seen yourself from the message about losing service, you will need to move services - if you're unsure how to transfer your eSIM to the new phone, you can take a look at our Support article here on Transfer my existing mobility service to a new eSIM

It's important to note that monthly plans are tied to the phone number, and in turn the attached SIM or eSIM - not the phone itself. As the phone was upgraded under your number, as well as the associated plan change, your partner would not have access to it and any unique add-ons or specific differences; international calling/texting add-ons, roaming options, amount of data included, etc.

— Kris

Re: Upgraded on wrong number. Activation issues

CazeOne — Sat, 21 Mar 2026 18:41:51 GMT

Hey Kris,

Thank you for your answer, and sorry I accidentally clicked on accept solution.

I do not use an esim, I just already have a virgin sim card. I am not trying to have my partner use my number nor my plan, I just want to give her that phone so she can use it with her plan and her number.

To do so, do I still need to activate the device with my number ?

Re: Upgraded on wrong number. Activation issues

VirginPlusKris — Sat, 21 Mar 2026 18:56:53 GMT

If not manually activated yourself, the phone will be automatically activated 30 days after we have confirmation that it has been delivered. The activation of the new plan is also dependent on the phone being activated via My Account.

As suggested in my original reply, your quickest option would be to activate, and then complete a SIM swap. Phone upgrades and associated plan changes are associated with the specific phone number; as the upgrade was done on your number and not your partner's, there is no way for them to use that plan without either using your number or completing a SIM swap.

If the new plan is inconsequential to you or your partner and you upgraded primarily just for the phone, then yes, you can simply put your respective SIM in your prior phone and hand over the new phone to your partner. We don't necessarily encourage this, but it is technically possible.

— Kris

Re: Upgraded on wrong number. Activation issues

CazeOne — Sat, 21 Mar 2026 19:09:04 GMT

Okay that makes more sense ! Thank you for taking the time to explain i appreciate it ! Have a good day Kris.