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Activating prepaid sim on phone

Hello I am enquiring as I am trying to activate a Telstra pre paid sim in my grandparents phone. 
I think the number is paid in a southern phone plan however I don’t believe it is contracted to stay in that plan and he is able to leave it, it’s just an add on to a plan they already have. They are happy to keep paying that plan until it finished but they just want the number to be kept the same with the Telstra one.

i have tried to activate it about 12 hours ago and still nothing no additional emails from Telstra and sim is definitely not activated. 
can anyone help me? Is there an issue I have to leave their place today so was hoping it would be done otherwise they will be left not knowing what to do. 
thanks

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