eSim connection help

Trying to connect my new Apple Watch to my phone , I have an iPhone X and an Apple Watch series 6 with sSIM and getting nowhere have sent emails and tried to get through to the MTN department responsible for connections but was put on hold for over an hour and used all my airtime up on my contract. Why is this so difficult MTN ? I have been with you since your inception and was part of the group for a long time . Can someone please contact me from MTN and assist my number is *** regards Gordon Trail. Ps: I have gone through all the steps in regard to connection and get a response will be connected within an hour doesn’t work no response