Airtel — emergency service only - airtel

Address:

Hyderabad, Andhra Pradesh, 500013

My airtel mobile number: [protected], is showing "emergency service only", from the past 3 hours. I'm using a brand new samsung s8 plus. From the time i purchased this phone 2 months back, i haven't removed the sim. When i call airtel customer care, regarding this issue, they keep telling me that need to change sim, as it might have got damaged. I don't understand the logic, as to how a sim, inside the phone get damaged, with out taking it out. My s8 plus itself has no single scratch on it. Such an illogical explanation from airtel is quite frustrating.