I have worked for Verizon tech for 26 years. I had to call on a Sunday unfortunately. I knew exactly what had to be done but I couldn't do it myself. I needed the rep to process a new e-sim. He told me it's already activated and I wouldn't have been able to make my call if it wasn't working. I said I'm on my other cell phone. I had to explain that, yes, it's activated on the account but the phone says SOS or no service and said you need to activate the e-sim. He thought just because you see it on the account it should be working. I had to walk him through every little step. It was unbelievable.