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Replacement sim - Asking for a password?

Dear Virgin. I have tried ordering a replacement sim for my mothers phone; but when I called, you asked for a password which I never set up. I decided to try on line, but this time asked for an answer to a  security question which was blank? My mother is elderly,  we do not live locally to each other and her phone is no longer working? Is there any easy way to obtain a replacement sim & if not can you please advise on how i go about getting a pac code as you have shut down her sim/phone? Thank you 

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