Can't receive incoming calls after porting from AT&T to T-Mobile

I recently ported an AT&T cell phone number to Sprint T-Mobile.  However, the phone cannot receive incoming calls. It is an iPhone XR.  When calling the number, the message states that the phone number is not in service.  But it is in service because we can make outgoing calls.  In addition, all other features work - we can receive and send texts, FaceTime works for both incoming and outgoing.   We have been to the T-Mobile store and they were on the phone with the help line with no resolution. Supposedly, the help line individual talking to the representative at the T-Mobile store opened a ticket and was supposed to get back to me within 72 hours - well that did not happen - the 72 hours has come and gone. In addition, we have called the help line three times.  No one can figure out the problem to be able to fix it.  Every time we call the help line, the troubleshooting process starts from square one -- so irritating.    All of the phone’s settings are set to allow incoming calls, i.e. DND for voice is turned off.    Any suggestions from anyone would be greatly appreciated.  This was a very expensive phone and worked perfectly before switching.  We switched to T-Mobile to save money on the unlimited plan.  One more question for the community: the T-Mobile help person said they set up an e-sim at the time the phone number was ported, but it never activated.  I’m wondering, if the e-sim had activated, rather than us going to a physical SIM card, would we not have had this problem?