Replacement handset sim issue

[Anonymous]

I've received my replacement handset from the insurance team, it's in mint condition, charging and switching on fine, but every time I put my sim card in it is coming up with the error message "invalid sim" and the screen freezes.  The sim is working fine in a really old handset, do you think it's the sim or the handset at fault?

[Bambino]

What phones are the replacement and the old one?

[anticpated]

You might have to hard reset the handset, if the SIM data is not compatiable or conflicting with currently stored information.

[Anonymous]

Hi,

Have you tried another sim card in the replacement phone, ie a payg one and does that connect with the phone ok.

Doing this will act as a process of elimination.