My grandmother has received a letter from Virgin Mobile to say that they have sent her an updated replacement SIM card which she has no choice on whether to use. I have put the replacement SIM in her Nokia (old) phone for her and tried to enter the unlock code (as stated on her letter) and it says ‘code error’. I have completed two of the same forms to get somebody from Virgin to contact her to help and she has heard nothing. My grandmother has also called and emailed multiple times but has not got a reply or gets the same automated voice message every time! The letter has a time limit on how long we have to activate the SIM but we are struggling to do this when Virgin are ignoring us! Any help please?