You are roaming

[kaZZoo]

With the sim tool, just release the tray, no need to take it all the way out, as long as the no sim pops up.
Power off and on, when its back on push the tray back in.
What your looking for, when the sim is recognized it goes into activating.

If that doesn’t work, try a factory reset.

[cwshop]

He tried the sim eject steps, getting call failed (he seems to have worse signal in mass than in Maine). He's nervous about a factory reset.

If I have time I'll call support again. I might have them send him a new Sim to see if it gets provisioned differently.

Sent from my SM-S515DL using Tapatalk

[kaZZoo]

Is he on wifi where he is at, if so, i would turn on wifi calling till you figure out whats going on.

[Vicpdx17]

8914 is a Verizon based sim card. 8901260 is T-Mobile. 8901410 or 8901280 is AT&T.

[southchatham]

Verizon used to share with US Cellular in Maine. I wonder if any contracts ended between them. It also sounds like your phone was deactivated. You say you have a balance, but what is your expiration date? You still need to refill every 120 days even with a balance if not on autopay.