What happens during my move?
Learn all you need to know about what happens during your move.
What to do on the day
On the day we move you over to O2, we'll simply update your SIM remotely so you won't need to do anything. Just remember to keep your mobile switched on and fully charged.
Once you’ve successfully moved over, you’ll see the O2 network displayed on your device and we’ll send you a text message to welcome you to O2.
In some cases, we might need to send you a new O2 sim but don’t worry, this is really simple and we’ll keep you updated along the way.
Yes, please keep your mobile switched on and charged on the day of switchover. If your phone isn't on, we won't be able to move you over remotely and will have to send you a new O2 sim.
In most cases, your mobile service will only stop working for around 1–2 minutes as we switch you over and your SIM restarts. Once this is done, you'll be able to use your mobile as normal.
If you have requested a PAC or STAC that is still active at the time of the switch, we’ll create a new PAC or STAC automatically when you’re moved to your O2 plan.
Checking your switch has worked
Once you've successfully moved over to your new O2 plan, you'll see the O2 network displayed on your device and get a text message welcoming you to O2 with info on how to check your allowances, see your bills and more.
The move to your new O2 mobile plan should happen remotely with nothing you need to do – no need to swap SIMs, port your phone number or update any billing info. But if this doesn't work as planned, we'll text you to let you know and send you a new O2 sim. You'll be able to continue using your mobile on your existing Virgin Mobile plan until it arrives.
Before you move over to O2, you can reach us as normal by calling 0345 600 0789 from your mobile. After the switch over, please call the O2 team on 0344 809 0202 from your mobile.
If you're not sure when you're being moved to an O2 mobile plan, please check the letter or email we sent to you about the switch over.
Troubleshooting any issues on the day you move to O2
Your mobile signal won't change as you move over to your new O2 mobile plan, as you're already using the O2 network with Virgin Mobile.
If you haven't received your new O2 sim or it's damaged, please ring 0344 809 0202. So you know, you'll only get a new sim if we can't move you over to your new O2 mobile plan remotely.
If you need a new SIM sent to you but the address on your account is wrong, please ring us on 0344 809 0202 as soon as you can.
Even though your phone may display 3G/4G/5G and have several ‘reception bars’, your phone might still not connect to data. If you are experiencing issues, please try the following steps one by one, which should fix the problem:
Turn your phone off and on again
Ensure your phone has the latest software e.g. iOS or Android
Reset network settings (refer to device manufacturer instructions if unsure)
Factory reset of the device
Contact us if any of the above doesn’t fix the issue
What happens if you are abroad on the day of your switch
If you are abroad on the day you are being moved to O2, we’ll send you a replacement sim to your registered UK address that you will need to pop in after you lose service on your current Virgin Mobile sim.
I am an e-SIM customer, how does my switch work?
To complete your move to O2, you’ll need to temporarily swap to an O2 physical SIM card, which we’ll post out to you.
Please follow the instructions on the back of the SIM pack and pop it into your mobile on the day you lose service on your current eSIM.
Please don’t use it any earlier than this, as it won’t work correctly and might affect your current service.
Yes, once you have inserted your O2 physical SIM card, and your move to O2 is complete, it’s easy to switch back to eSIM.
A couple of days after your O2 physical SIM card has arrived, we’ll follow up with an eSIM pack.
This pack will include a QR code which you'll need to scan using your phone’s camera. This will download an eSIM profile to your device. Don’t worry, the eSIM pack gives you step-by-step instructions.
Once you’ve completed the eSIM download and set-up, you can move your mobile number across to your eSIM.
You’ll need the Sim Serial Number (SSN) for your new O2 eSIM profile, which is printed on the back of your eSIM pack and you’ll need to register and log into My O2.
You'll also need to have your physical O2 SIM inserted to be able to receive the replacement SIM security code.
If you haven't received your new O2 SIM or eSIM or it's damaged, please ring 0344 809 0202 and we’ll send one.
If you have inserted your new O2 SIM too early, don’t worry, just reactivate the Virgin Mobile one and wait for it to lose service. Once it has, then insert the new O2 SIM.