Line cut-off for new wireless phone

New Wireless phone courier delivered to my 87 yr old neighbour through her security gate. She had no idea why . Her landline was disconnected the following morning . Her gardener arrived and put in sim card and battery and charger to new phone . I worried why I could not contact her . ! page leaflet says call 10210 for help . They said no call 10213 to activate sim . Half hour on each phone call . I was then told wait 24 -48 hrs for activation .5 days later still not activated . She wants her normal phone line operational . I called again half hour waiting . Sure phone will be reconnected in an hour . That was 30 hrs ago . Tried logging a fault .with sms not luck . Called and spoke to call centre logged fault "properly " this time . Still waiting . No response from Telkoms FB message . Total ineptitude for a week and she sits without her phone her lifeline . .