I changed my residence on 17th. December 2020 and was told to change the details on line which I done with success. a

Customer: I changed my residence on 17th. December 2020 and was told to change the details on line which I done with success. a few days later my phone was cut off amid a conversation my wife was having with her sister. i notified Telstra, they showed little interest and sent me out a new modem box, after following connection instruction the internet was working but my phone was not. I finally succeeded to talk to a Shaira Marie on the 8th. January 2021 who gave me a case ref. no. 05262995 and an order no. 1-2803872694524 I assume this was the order number for the modem. I still did not have connection to my phone number 07 54426979 which I had for many years I need this number as it is the only contact I have with my wife when I am away as she can not drive and suffers from Alzheimer's, all our medical and family are able to contact her as mobile phones get displaced. I have had a meeting with Telstra Noosa with no results, I was told the problem was still pending, this was on the 28th. Jan. 2021, I followed this up with Telstra Nambour who advised me to contact the ombudsman if I did not get results soon. I received a bill from Telstra
JA: What state/territory are you in? It matters because laws vary by location.
Customer: we are in Queensland
JA: What steps have you taken so far?
Customer: I changed my residence on 17th. December 2020 and was told to change the details on line which I done with success. a few days later my phone was cut off amid a conversation my wife was having with her sister. i notified Telstra, they showed little interest and sent me out a new modem box, after following connection instruction the internet was working but my phone was not. I finally succeeded to talk to a Shaira Marie on the 8th. January 2021 who gave me a case ref. no. 05262995 and an order no. 1-2803872694524 I assume this was the order number for the modem. I still did not have connection to my phone number 07 54426979 which I had for many years I need this number as it is the only contact I have with my wife when I am away as she can not drive and suffers from Alzheimer's, all our medical and family are able to contact her as mobile phones get displaced. I have had a meeting with Telstra Noosa with no results, I was told the problem was still pending, this was on the 28th. Jan. 2021, I followed this up with Telstra Nambour who advised me to contact the ombudsman if I did not get results soon. I received a bill from Telstra with a late payment penalty this is the first contact I had since contacting them. they promised activation by 13th Jan 2021. My wife and I are very frustrated over this matter. please help us we are in our late 70's
JA: Anything else you want the Lawyer to know before I connect you?
Customer: my account no. 2000084857166 my address 3 Sugargum Place 4563, we moved from 12 Ironbark Crt . 4563