New SIM - must it be used?

[Wendyel24]

My 89 yo Mum had a PAYG ee account for many years. She only uses a very basic phone for calls and very occasional texts. She was pursuaded to take out a 24 month £10 per month contract, which is probably fine as she was beginning to forget to top up the PAYG. However, ee have sent her a new SIM card, saying she will lose functionality if she doesn't swap over. 

She has no idea how to swap the SIM and is concerned that she will lose her numbers if she does swap, but is also concerned her phone won't work if she doesn't. Does anyone know if she absolutely has to swap the SIM? I'd help, but we live 300 miles apart. Thanks.

[XRaySpeX]

She can't lose her no. as long as she keeps paying for it as she she committed to a contract.

If EE have advised her to swap the SIM she should do so even if it means her taking it to an EE store for it to be done.

What was the reason for getting a new SIM?

[Wendyel24]

I think it's an updated SIM due to her swapping from PAYG to contract. She's more concerned she will lose her friends numbers as well as her own. Sadly, the nearest we shop isdime miles away and at 89 she finds it difficult to get there. 

[Wendyel24]

'Nearest ee shop is miles away'

[bristolian]

---

@Wendyel24 wrote:

She was pursuaded to take out a 24 month £10 per month contract

---

Was this a brand new contract with a new number? Or using the switch to pay monthly service? Using the latter would not normally require a new SIM and would be an immediate changeover.

As queried by Xray, key to this query could be the reason for the new SIM. If your Mum was on an Orange-branded PAYG, that would explain the need for an EE-branded SIM. I can't immediately think of any other reason.

I'm unsure as to the basis for the "losing functionality" claim your Mum has been given, but let's understand the reason for the new SIM.

[Wendyel24]

And there lies another problem. Being so far away and Mum being 89, technical explanations either to her or from her are somewhat problematic 🙂

[Wendyel24]

It's not a new number, but as far as I can understand  she changed from PAYG to pay monthly 

[XRaySpeX]

She can't lose her friends' numbers. They are on the phone as Contacts, not on the SIM.