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Sim card saying "sim card not provisional" ???!!!

My mom was sent a new sim card and told she needed to swap it for the old one.  This was nearly 2 months ago and the phone is not accepting the new card and is saying sim card is not provisional or something like that.  I ordered a new one and it is still saying the same thing as the last one.  She is now without a phone for over 6 weeks and is unable to get any help from anyone at virgin on the phone as they simply don't get back to her and no one answers the phone calls! All the stores have closed within 20 plus miles of her home and we have no idea what to do.!! Anyone able to help please??

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