CS told me they need to verify the account first in order to assist. Without it they can’t even tell me the status of the sim.
The sim disappeared from my account so as you said it has been probably deactivated.
Apologies for any disappointment caused by this ozg. If you'd like to discuss ordering a new SIM/number please speak with the teams on 0800 183 1234 for further assistance. If there's anything else please let us know.