please help me. i had my phone stolen and so requested a new physical sim. it never came. i have never been able to request an e sim without getting the oops something went wrong message hence the physical sim request. 

i then finally spoke to someone on the live chat who after asking me to send a selfie and photo of my id issued me an email with an e sim. this e sim scanned to my phone via qr but never activated. i now cannot order a new e sim and get the error code again. when i enquired about the physical sim i was told it had not been posted - the person on the other end of the live chat didnt know why. 

prior to my phone being stolen i was suddenly unable to receieve any voice calls for the past 3 months. i have always paid on time by direct debit. data and texts worked but not calls. i could never get through to someone who could resolve on the ai driven live chat. 

i have a job and cant spend my life trying to get through to a real person on live chat each time. 

i am at a stage now where i still cant use my phone and it is stopping me access vital apps to do with banking etc that will incur fines if this is not resolved. i would like someone to email me directly to resolve this immediately elsewise i will have to speak to the ombudsman or start to engage with small claims court for services not provided.