E-Sim iphone 14 pro

Hello, i have iphone 14 pro that stays in SOS and the e-sim does nor work. We have already changed the e-sim several times in MYAT&T and in the store system it does nor allow it to be changed because it gives an error of feauture. The phone was factory reset but now it appears in Cellular Network 2 e-sim one primary and one secondary but neither of the two it remains "activating..." but never complete. He took it to Apple and they notified that is nothing that the guarantee can work, it is something apparently from the account and the phone number. Any advise you can give me ?

Thanks in advance...