New Sim card sent - needs network key - Unlock code provided not working
My elderly neighbour has an old Alcatel phone and was recently sent a new sim card. I have tried inserting it and been asked for a network key. I then requested an unlock code and was sent one but it does not work. There were no issues with the old sim but Virgin Mobile say he has to use this new one - but I cannot get it to work. I have since tried contacting via message and email and phone. Text messages refer me to pages which are still no help, email has not been responded to, phones are not being answered.
Please help me to get this new sim to work. This has taken both of us literally hours trying to get this working and contact for help. It should be simpler - especially when it is Virgin Media who are requesting the new Sim be used.