DH had the Virgin Media experience recently. He just wanted a new sim for his new phone and there was no way of requesting this online (I’m with Tesco and could have done it easily on their site). He’d to ring up, wait 30 minutes to be connected, give various bits of his password which for some reason they didn’t recognise (it was definitely correct, I think he just hadn’t said one letter was a capital). So.......address, phone number, DOB, mother’s maiden name, current data allowance, last monthly amount paid, bank sort code (some of which I had to look up while he was on the phone). Then he’d to set up a new password before proceeding. When he was finally, finally, allowed to say why he’d rung he was told his old sim was a multi size one and could be adapted to fit.