System down for two weeks - Resulting to no phone for me

I lost my sim card on the 3rd while i was out of the country, i called to suspend my sim card. I returned to the country on the 7th and went straight to the telkom shop in N1 city mall, Goodwood, cape town. The personnel there in very friendly however the biometrics system has been offline sine the 7th to date. This means i can’t do a sim swap and i can’t even port my number elsewhere. this is unacceptable, how is it that a big business like telkom is ok with being offline for now two weeks. It a huge inconvenience to me as I am now stuck without my phone.