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Just waist of time no solution, agent know the number and they can trace / locate the phone location but they are not interested to reset at their end. But why this is happening, I searched the community this not the 1st complaint. PM need to address...

What a joke the agent want phone holder to contact them directly. This can happen only the person at home.

I messaged the agent but this is not acceptable.  

Mr Mayer I mentioned clearly the phone was not used with another sim and paid for 2 months of service while away.Last time after 3 days it fixed.

There was no overseas sim, keep separate phone for overseas. Try restarting multiple times no lyck