Vodafone — International roaming pack recharged in India but not working, VI says SIM issue

I had purchased a new SIM on 12th May 2022 for 2 VI numbers as I had old Vodafone SIM. I recharged IR pack on both numbers on 16th June 2022, before boarding my flight and also received confirmation that IR pack is activated, however when I landed in Toronto on 17th June 2022, for one of the number I got No Service error. The Vodafone team stated that since the Roaming option is not visible in the Mobile Data SIM applications I have to replace the SIM. I asked them to send me a new pre-activated IR SIM as I am abroad but they asked me to change the SIM by visiting Vodafone India store. Is this practically possible? There should be a way to deliver the SIM abroad as it is a fault at Vodafone Idea end. They have sold me a faulty SIM.

Please help as I am using the same number since 2005 and have all my OTP authentications on that number.