Thank you again @LeylaG This second method appears to have worked. We were able to create a new Swisscom login where the username is her full email address and this appears not to conflict with the existing alias she uses which is just <firstname>.<lastname>. The phone transfer appears to have been accepted. So it looks like, providing she can visit a Swisscom shop in the next few day to verify her identity, that we have made a big step forwards. The next step will be to move her eMail address to the new Swisscom login but we'll wait until this current change has stabilised. So it looks like we have a solution. Maybe there is an FAQ on the subject of unravelling products and services, currently registered in one user name, say in the case where a child moves away from home etc., in a way which minimises any impact / service disruption. I didn't find one although I may not have looked very hard. Anyway, thanks again for your help.
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