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I'm going to assume you went with an eSIM. Is it possible its currently disabled in your phone settings?

I'm not trying to minimize the issue. I completely agree its too long when you need your phone service.  If i could help you more I would.

support is overwhelmed with the 50% flash sale that just occurred so it'll likely take a while to get a reply

Sorry to hear about your troubles!  Have you tried sending a direct message to support?  (in addition to opening tickets)https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437