WiFi/4G calling not working

[Andys1]

I have an Xperia 1II which was purchased from the O2 website and collected in store. It's on a pay monthly contract.

Neither WiFi calling nor 4G calling have ever worked.

I have spoken to several agents via chat and they assure me it's provisioned on the account. They have removed the provision and added it again, but no joy.

They keep telling me to just "look for the setting". I don't have the setting. It doesn't exist.

If I do *#*#4636#*#*, it shows its not provisioned.
Checking "IMS registration" it shows "not registered" and everything is unavailable.

In "Phone information" within that menu it shows
VoLTE and WiFi calling as not provisioned.

Has anyone ever managed to get O2 to fix this or do I just need to give up and accept that I'm paying for things that don't work?

[MI5]

@Andys1 

Have you added it in your MyO2?

[Andys1]

It was already showing active in there, and the person I spoke to on the webchat via the MyO2 app confirmed it was active on the account.
As I say, they tried turning it off then on again to see if that would kick it into life so to speak.

[MI5 · Accepted solution]

@Andys1 

You'll have to call again and get them to escalate it to tech support.