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Sim swap

My elderly mum has been sent her compulsory sim swap, but can’t get her old sim out of the phone. I bought her a new unlocked phone, and she has put the new sim in. It’s not working. Suggestions, please? 

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Re: Sim swap

Hi edw241,

 

Thank you for posting and welcome to the community!

 

I'm sorry to hear that you're having some issues with your Mum's new SIM. Can you please confirm that you followed all the instructions included with the SIM when you received it?

 

Thanks,

 

Beth

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Re: Sim swap

Thanks Beth, yes I think she did. It’s just that she can’t the sim out of her old phone, and we wondered if that affected things. I’m seeing her Tues and if no luck I will phone and try to talk to someone.

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Re: Sim swap

Hi edw241,

 

Thanks for coming back!

 

I wouldn't say that it would cause any sort of issue, but I'd probably recommend turning the old phone off with the SIM inside it just to be sure.

 

Do you know if the device is showing  that it has service or not? If you're unable to go through diagnostics until you next see her, just pop back here when you're ready and we'll be happy to help further from here.

 

Kind regards,

 

Beth

 

 

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