on 21-01-2019 09:37
I'll bet that o2 are trying to unlock his new phone as that would be the one on his account.
Either he would need to use the S7 again, or get a PAYG sim (as advised) or see if Emilie can help.
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on 21-01-2019 09:40
Well, they've asked for, and been given the IMEI of the old phone numerous times, but I don't know how the system works at that level.