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Invalid Sim!

Hello

My mum has been sent a new sim for her Nokia pay as you go phone. The phone is very old and when I put the sim in for her there was an invalid sim error message. 

I have tried to call VM but was told there was over a 45 min wait. I went onto the chat facility - posted the message at 12 noon. There was no reply and I couldn't keep checking my phone at the time. I looked again just after 6pm and there was a sorry to keep you waiting reply at 5.22!!

Can you please offer some assistance as to why the sim is invalid? Sure it is an old phone but the current sim she has works just fine.

Thank you

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