I reported my phone as lost and found it again, I tried putting in the replacement sim but it does not work. I had a chat with an agent who was very unhelpful. 
The phone reads the SIM card fine but cannot make calls send texts or shows mobile data (no signal bars). 
other sims work in the phone which shows the only solution is that my lost device is still blocked on your end and with this mobile data service 

The chat I had with the agent was very hard, it seems as if they did not understand what I meant by the terms “IMEI” number, when they gave me troubleshooting steps I tried it and it did not work I then asked them to confirm if it was blocked and they said yes, however nothing was working and when I told them this they told me the phone isn’t blocked on your end. I’ve been left quite confused as they changed their answer twice. 
 

They asked me to confirm the make and model and that was it, is this the correct questions to ask when unblocking a phone? 
 

I’m not sure if there can be any internal issues if the phone recognises the SIM card but can’t use the resources of it and especially if it can use other SIM cards perfectly fine. 
 

Not sure if this has happened to anyone else but I really need an expert or speacialist on the team who knows what I’m doing and who knows how to handle a situation such as this. 

Thank you x