Mike – yes – that’s the scenario except numbers 8 & 9. I think we were offered a list where reboot was chosen after the wipe all data was performed. Maybe I shouldn’t have taken this option? Although the shop staff did exactly the same.
The point about the network changing I agree with – no difference with that phone. We just needed to get the Aged P on a train with a working phone so we bought a Vodaphone PAYG sim and stuck it in my old S6 for her. That phone was locked to Vodaphone and would have taken a little while to get unlocked to accept her EE sim.
I’ll follow the links provided – thanks for those. I agree with user error entirely, but due to not recording the account details rather than not finding a skip option! I do understand what you all mean about that as it was clearly there when the Vodaphone guy set the S6 up with the new sim. So first set up is no problem, re-using the phone after a factory reset = PITA (for the forgetful / or elderly that wouldn’t think to save such account deatils – remember it was set up in store for her! Never was she told “Keep these safe”).