Thanks for your post - I am sorry if your Mum did not receive her replacement SIM in the post.
Do you know if she has moved house since having her mobile account with us and forgotten to update the address change with us? If so, we would need to speak with her directly in order to pass security on the account and update the new address on our system, so we can then send out a replacement SIM to the correct address.
Just tried to order a new SIM online & get message that Virgin have already sent my Mum a new SIM, so can’t re-order! Then phoned 789 from the mobile & DON’T get the opportunity to speak to anyone, just get sent a link...😫😫
Talk about going round in circles.... PLEASE HELP VIRGIN ‼️