SIM is dead

SIM has stopped working NEW Years Eve. 
my wife is on the smarty sim and the sim is completely dead. Tried off and on a few times. 
tried the sim in my phone dead her brothers phone died. 

trying to get hold of someone on this network is impossible customer service is a joke. Not everyone in the world stops because it’s a new year. 

any advice on how to get hold of a person to talk to about recovering her number and information so that she could transfer it to a new sim.