new phone and sim, no network

I purchased a new Apple phone and eSIM via ID mobile weeks ago, however for some reason the eSIM hasn’t worked when I transferred my number over. I’ve spoken to several agents, one of whom suggested today that I collect a physical sim and use this… which I have and this still won’t work. Has anyone else had this problem? To be honest it’s been such a hassle, I wish I’d stuck with my previous network provider!