can’t delete second esim

three day long esim issue

my mom’s phone’s esim stopped working when we landed in puerto rico from the mainland united states. none of her cellular settings showed up and she wasn’t receiving calls or texts. we called t-mobile and apple but nothing has worked. (the t-mobile guy said he’s never encountered this problem before.) i pasted the message we got over 10 times below:

Error message:

“Unable to Activate

This iPhone cannot be activated because the activation server is temporarily unavailable.

You can try again, or activate by connecting this iPhone to a Mac or PC.

Contact Apple Support at apple.com/support

if this problem continues.”

after we finally escaped this stage and managed to activate the phone but the cellular settings still aren’t working. there are two esims appearing: one named primary (my mom’s number is next to it) and one named personal (no number). we can’t remove the personal esim, and that’s what the t-mobile people said would fix it. we’re hesitant to factory reset because that’s what bricked the phone for 3 days essentially