Family Member Needs New Phone As Current One Is Broken

[JPWPhoenix]

Hi, I was wondering if someone could help me, please?

I've been trying to help my elderly Mum buy a new PAYG phone on here, as her current one seems to have broken (the display is completely white with lines going down it!). She's picked one she likes and I started going through the purchase. However, when I tried to register her on the O2 website as a current customer, it says she needs to put in her current number so she can get texted a verification code. Obviously, as I can't see what's on her screen, we've hit a snag and so I haven't taken the process any further.

I think she'd like to try and keep the current phone number and credit, if possible, otherwise I'd just start from scratch and register her as a completely-new customer. So, can anyone please help? It'd be good if we can sort this out soon, as obviously she's without a working phone at the moment.

[MI5 · Accepted solution]

@JPWPhoenix 

Just start from scratch then put her current sim in the new phone.

[Bambino]

@JPWPhoenix You can buy a phone from anywhere, probably cheaper than you can buy one from O2, and just put the sim you have in it. Take a look on Amazon or Google the phone you're interested in.