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Invalid sim

My 80 year old father only uses his phone in emergencies and when he walks the dog in the morning in case he falls as it has an sos button on the back. He was told his sim would stop working and a replacement would be sent. He never received the replacement so we ordered another. We put this in for him yesterday and it comes up invalid sim. We thought maybe it was because of his old phone so purchased a new sos phone. Still says invalid sim. 
customer service will not talk to me and he can’t understand or hear them. He now has 2 useless phones one being brand new and if he didn’t have credit on his pay as you go sim I would just swap him to another network. How do I resolve this? Any advice would be great

thank you 


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