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JustACustomer
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My partner has a long-term illness and I cannot access her locked phone

My wife had a sudden brain injury and has been in hospital for over 12 months now.

She has not been able to use her phone, but I have kept it going as I hope she will recover, but at present she lacks capacity and cannot unlock her phone.

I have received a letter from Virgin media saying she must get her new sim up and running in 14 days or she will lose her service.

Part of getting the new sim up and running is using the old sim, which cannot be done as her phone is locked.

I can't get through to the helpline as I'm just on hold forever.

Can anyone please help?

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Lee_R
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Re: My partner has a long-term illness and I cannot access her locked phone

Hi @JustACustomer thanks for posting and welcome to our community.

I am sorry to hear of your wife's injury and furthermore I am sorry you've been unable to get any help regarding the replacement SIM.  I would like to have a closer look on your behalf.  I am going to send you a private message.

Regards


Lee_R

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