Paul,
We reactivated our phone and banda ancha in Guaymas - no problem. BUT - the phone was OK with the old SIM but had to get a new SIM for the banda ancha - not sure why. I think if the subscription to the number expires and they assign it to a new subscriber you can't get it again but if it remains unassigned you get the same number again. We have done nothing with Telcel from when we leave MX until we return to keep our accounts alive. We have found the people in the Telcel offices to be very helpful and knowledgeable - and if they are not they get someone who is. We always ask for an English speaker and we always get one. It does sound like you go to a Telcel office but have not gotten the right person. We are usually in and out in less than a half hour. Suggestion - two accounts - one for each of you - one for the phone and one for the banda ancha - then maybe you can keep them up online - have no idea as we have always upped our minutes at an OXXO - don't want to put a credit card online here - pay cash at OXXO - just being me. How's the beach?