Keeping my old number from expired pre-paid sim and using it replacing a new sim card

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Trying to get MyTelstra message/chat support to activate new sim and replace this with my old number which had previously expired.

For some reason they can't activate the new sim card and it is taking almost 5 weeks now to get it sorted with the app chat service. The support team there is really bad and there is no follow up.

I can't get to a store at the moment and calling Telstra support never works it always just tells me to use the chat service. What can I do to resolve this?

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