Change to an eSIM iPhone on an existing Prepaid Verizon account

I have a 6S Plus iPhone on a Verizon Prepaid Plan. I ordered a 15 Pro Max iPhone on the Verizon app. (Verizon does not let Prepaid customers buy replacement iPhones on the Apple Store app or website.)

I followed all the instructions to transfer everything to the new iPhone. Everything transferred to the new iPhone. I can send and receive emails and texts. But, I have no phone service or cellular data. I can still make and receive phone calls and use cellular data on the old 6S Plus iPhone.

I followed the instructions on the card that came with the iPhone about setting up a device with eSIM. I called 1-800-922-0204. The card says to “follow the prompts to speak to a live agent and complete your activation.”

No matter what I tried or said, I was never given the option to talk to a live agent. I called over 6 times. I would either get “I’m sorry” and it would hang up or I was sent a text for chat to the old and new iPhone. I wasn’t sure which iPhone to pick to chat. But, it didn’t matter because chat failed too.

I don’t know why Verizon was offering chat because I found the following on Verizon’s website about not using chat:

How to activate a SIM when you change devices on an existing Prepaid line depends on the type of SIM:

• If you're changing to an eSIM-enabled device on an existing Verizon Prepaid line, you must speak to a Customer Service representative (don't use Chat).

Anybody have any suggestions. I’m trying to avoid going to a Verizon store. I have not always found knowledgeable help in Verizon stores. Also, I’m a primary care giver and it is difficult to get away.

I can’t believe Verizon makes this so complicated. My sister is a monthly plan Verizon customer. She also had a 6S Plus and recently changed to a new iPhone with eSIM. She ordered on the Apple Store app. Everything transferred over and the phone and cellular data work. No phone calls to Verizon necessary.

Thank you.