Welcome to the Community!
We were able to locate an account using your community details and learned that the number porting has failed. Did you port your mobile number from another provider to TPG? If yes, is the previous account from another provider is still active? In order for the transfer or porting to be successful, the account should still be active.
Please check the email that we've sent since 24 November 2020 and respond to further progress the case.