My elderly neighbour that I take care of, Olive, is receiving an "Invalid Sim" message. She never uses the phone, it is for emergencies only but it is a pay monthly account and the money is still being taken every month. I've read that a pay-as-you-go sim is cancelled after 90 days of no usage but this is a pay monthly, still being paid so hope that isn't the reason.
We've tried to log into her account but she can't remember the password and to get the password you text a code to the mobile number, which she isn't receiving because of the invalid sim message.
I myself also have a virgin account and a sim from virgin and have no problems but I use my phone continuosly.
I haven't put any phone numbers or account details on here for obvious reasons but would appreciate some advice on how to resolve this situation as quickly as possible as Olive had a very nasty fall recently, and wasn't able to reach anyone as she didn't have the phone on her because of this issue, (I was unaware) and she didn't have anything with my number on it. She has now lost her confidence and wants the phone so she can call if she has another fall or accident.