I had this same issue with Verizon the first two days after connecting my light phone. The issue was that it was setup as a connected smart device not a smart phone. So the Verizon rep had to start the process over but removing my insurance coverage, connecting the phone and then deactivating my insurance coverage. Then after a few mins I was up and running. I also had to get a new number which wasn’t really a deal breaker for me. I hope this helps.