ASUS_X018D Max Plus M1 cannot receive VoIP calls

My wife bought this phone 2 years ago, and in the last year or so has not been able to send or receive texts, or receive calls. We have replaced the SIM card twice now. When I call her from my mobile it will ring but not display on the screen for her to answer. When trying to receive calls from Skype/ZOOM/VoIP, it does not respond at all (does not ring or show the phone app to answer). This happens on both WiFi and LTE.

Is there any way to fix this? I thought this looked like a good phone when we were shopping around but now it's unusable and impacting her job.

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