new contract with old cell number

My new cell arived with a new sim and new number. After having specified that yes i do take the new deal with my old number. After giving up on the 081180 number i visited Centurion lake Telkom shop and left with that in 72 hours it will be fixed. 72 Hours passed not even contact from Telkom. After trying to get rersolve via 081180 i again returned to Telkom Centurion lake shop with Reference ********** 4. Looking on there web site it was opened on 28/08/2017 in state opened. No futher info. Sorry pkease go! Is this called service?