Wrong Device Listed

[dcmitchell]

When I log into my account, it shows my old phone instead of the one I upgraded to a couple of year ago.  When I try to upgrade my plan, it tells me there are no plans fitting my criteria.  I didn't provide any criteria, so I'm guessing it's because it thinks my phone is too old.  How do you change the phone in your profile?

[VirginPlusAntgio]

Hey there @dcmitchell,

Welcome to the Community and thanks for your post.

This usually occurs when you have an older grandfathered plan.

We have sent you a Private Message. Please check your Inbox, next to your Profile avatar.

Unsure of where to find your Inbox, see this link.

[Ainse]

I also have this problem. It’s showing an older iPhone on my account, rather than the newest one I purchased. I also added my husband to my account and it’s showing his phone as “unknown”. 

[VirginPlusKris · Accepted solution]

Hi there, @Ainse. Welcome to the Virgin Plus Community.

To update your device info, you'll need to follow these instructions:

1. Log into your Virgin Plus My Account profile
2. Select the number you want to update under My Services
3. Under My Device, select Manage My SIM and Device
4. Select "Transfer my service to another device"
5. Enter and confirm the IMEI of the newer phone

After following these steps for both lines, your device info will be updated for your account in our system.

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

[Serena]

• Hi, every time I try to set up my phone on My account it kicks me out of the page saying “We thought you left” an asks me to login again. I do it and the same scenario happens again and again. So there’s no device registered. 

[VirginPlusAntgio]

Hey there @Serena , 

Welcome to the Community and thanks for your post. 

In order for the Community to best assist, some clarification will be needed on the type of change you're looking to complete;

• Are you trying to activate a hardware upgrade order?
• Are you trying to complete a new activation request?
• Are you trying to simply update the IMEI of your current phone on your account?
• Are you using My Account online or the app?
• What troubleshooting steps have you tried?

Please do keep in mind that the Community is a peer to peer assistance channel and the more details you can provide will give you a better chance of receiving assistance from other Community Members.

Looking forward to hearing back from you.

[Kush King]

I purchased a Samsung galaxy 24+ a month ago. My Virgin account shows my old phone, the new phone works perfectly and my bill is the same, but idk why it show my old phone on my account?

[Squali]

Bought a new phone from non virgin mobile store and inserted my current sim card from flip phone into Galaxy A16 5G, went online to my account and changed the phone to the new one. All my services are working as they should be for last six months with the new phone but the online MYAccount is stating: Since you've switched to a new phone, we need you to update phone with us and be sure it's compatible with your plan & add-ons.

I tried updating/refreshing the phone choice on MY account that I got but it continues to post this statement.

[VirginPlusKris · Accepted solution]

Good morning, @Squali. Thanks for reaching out, and welcome to the Community. 🙂

We wanted to check in and see if you were still having issues having the correct phone displayed on your My Account profile. At times when information is updated, it can take up to 24-48 hours to be reflected, especially for pre-paid accounts.

Let us know if you were still in need of assistance. Best wishes.