Can't activate service on unlocked phone with eSIM or Physical SIM card

I've been with Visible for a couple years and have been happy and would recommend it. However, this current situation is very upsetting and making me rethink that position. Any advice would be very helpful, I feel like I've tried everything.

Basically, I damaged my old phone, and bought a new (old) one from Amazon. It's a Galaxy Note 20 and it's unlocked. Basically, we tried to switch to an eSIM because I didn't want to put the old physical SIM in my phone in case it was water damaged. I followed the instructions to download, and when I still couldn't call or text, I tried resetting my phone and airplane mode and all of that.

Next step was to contact the Visible chat through the app. I was connected with an agent and spent 2.5 hours trying to figure out why the eSIM wasn't working. He kept having me undownload and re-download it through new links. The eSIM manager menu acted strangely during this time, cause sometimes when I tried to uninstall the eSIM it wouldn't let me and said "Can't connect to network. Try again later." But then, if I kept trying, it would eventually uninstall, but still wouldn't work to make calls on reinstall.

We eventually gave up and agreed to a Physical SIM card which took 3 days to ship and arrived today. Imagine my disappointment when this is also not allowing me to make calls, even after following all the steps on the website and double checking the phone is unlocked.

I'm at a loss here. If I lose access to this phone number, it will be a huge issue for me. So many accounts I have set up use it to verify. I would appreciate any help I can get. Thanks if you read this far.