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New sim isn't working

Posted a few days ago. Tom Contacted me from virgin and asked for more details. Not heard anything since. 3 days with no reply. Is this to be expected? 

Problem - Tried to switch to new sim after email saying I would lose all services. Sent text as requested to switch. No reply. Tried swapping into new sim anyway. Since then lost texts and phone calls on old and new sim. Before lost phone rang virgin and was cut off after an hour. I'm sure they are busy but how do you get help? Have checked sim in different phone, no luck, so def a sim problem.

Thanks for any help

Julie

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