eSIM help!

I have been trying to get my husband's iPhone eSIM fixed for a week. He got the SOS suddenly last week, so I logged on for support through the chat to troubleshoot it. The online representative told me to delete the eSIM and that appears to have been the worst idea because now, after entering the store and calling 3 separate times, no one has been able to help us fix it. I keep getting linked to the QR codes on the support articles or entering the manual URL but nothing is working. I called this morning and was connected with an agent in Egypt. He said he was having technical difficulties and would "call back in an hour" but it's been 3 hours. How can I get connected with someone who can actually fix this? my husband has been without a phone for a week - so frustrating.