topic Upgrading but problem with getting code in Member Benefits and My Account

How to Upgrade iPhone Online

cloudbusting — Fri, 04 Nov 2022 01:28:00 GMT

This is probably a silly question but I've never done a phone upgrade myself before, I've only ever purchased a phone at a brick and mortar location & the technician working took care of everything for me.

I'd love to finally upgrade my iPhone 8 to a new iPhone 14 by purchasing on the Virgin site but I'm unsure what the process is to get all set up after I place the order.

If someone could let me know what the process is like, that would be awesome!

Thanks!

Re: How to Upgrade iPhone Online

VirginPlusKris — Thu, 20 Jun 2024 12:24:38 GMT

Hi there @cloudbusting.

Welcome to the Community.

Upgrading your phone is a pain-free process - you can take a look at our support page on How to upgrade to a new mobile phoneon how to proceed.

As for once the upgrade is complete, it depends on how you went about it.

If you order the new phone either online or with an agent, you would receive a new SIM card as well. At this point you would need to complete the rest of the activation either via My Account, or with an agent.

Otherwise if you upgrade in-store, the activation process would be done in person and be finished before leaving the store.

Let us know if you have any further questions.

Need a new phone, and went to the kiosk and they were no help at all. They are located in the Avalon

TADKAD — Wed, 16 Aug 2023 14:55:04 GMT

My phone died and I went to the kiosk at the Avalon Mall in St johns NL. They were no help at all. Could you please set me up with a new phone with the same number. I have never had a problem with your service but the people I met with are useless. Not good representees for your company!!!! Please get back to me and I will pay the bill and continue with your service.

Thank You

T.A. Doran

Customer Service Chat Bot has me going in circles

Christo — Thu, 28 Sep 2023 17:08:58 GMT

I want to get a new phone, and change my service. I am eligible, but I don't at all care for the options. I have 4 services with Virgin Plus, and yet I feel ignored. I should be able to get something within reason that is satisfying for both parties. Every time I try to go into looking for a new mobile phone I get danced into obscurity by the chat bots.

I need Virgin plus to pay attention.

Upgrading but problem with getting code

comlynx — Thu, 20 Jun 2024 09:31:39 GMT

My Samsun phone fell in the toilet and does not work. As a result, I cannot contact anyone to upgrade.

I am ordering online and get as far as getting the code but that goes to the dead phone and can't contact Virgin using my email address. I don't want to change my phone number. Right now I have no phone until I get my one.

Is there any way to contact Virgin Support by email?

Re: Upgrading but problem with getting code

VirginPlusKris — Sat, 22 Jun 2024 14:05:40 GMT

Hi there, @comlynx. Welcome to the Virgin Plus Community, and thanks for your post.

As a phone upgrade is considered a high risk transaction, it can't be completed online without additional validation, typically via SMS. In regards to your situation, you'll want to visit us in-store with a piece of valid photo ID to override that need for SMS validation.

If you're not sure as to where you can complete a phone upgrade in person, take a look at our Store Locator on our website.

Let us know if you were in further need of assistance.