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SIM not provisioned

I have two phones in my contract and my wife's SIM stopped working, I used the text chat to report and organise a new SIM, it has arrived but this sun is saying SIM not provisioned. I have tried to use the text chat but not had a reply. Can someone tell me how to rectify this problem. Thank you

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Re: SIM not provisioned

All sorted, SIM was not activated Virgin end. 

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