iphone11 replacement virgin sim not working ( no service) following phone loss and then refound

Hi

We have an iphone 11 that reported lost to virgin and sim cancelled.

phone found and new sim issued does not work in this iphone but works in other phones.

iphone does not work with any other family virgin sims but works with non virgin sims .

there is confusion and differing advice from virgin as to whether we are operating on a EE or Vodaphone provider.

all we can use phone for is snapchat, instagram etc not phone calls or texts.

IMEI is not blocked.

so it appears this iphone doesnt like Virgin sims.

please help , been on the phone to Virgin for 4 days now!

thanks