Request to do sim swap for a Telkom contract sim card.

For the past 3 weeks I have been experiencing network problem with my contract sim card. I called customers care service line since there is no Telkom shop in Upington. I requested to do sim swap, I was denied help since it's was said they can't help me. Therefore I must go to the nearest Telkom shop. I am currently paying for the sim card though I can't enjoy the benefits that am paying for.