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Need nano SIM for replacement phone but I can't pass security

Dear All

I keep my passwords in a password manager, I find that I cannot order a replacement SIM because the virgin phone operator insists I give him the 1st third and fifth character of my password. I cannot do this and I ask him to seek guidance from his supervisor and post the nano-SIM to my home address that I have used for 10 years with both Virgin Media and Virgin mobile... He won't do this because I haven't passed his security questions.... How do I resolve this?

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