Hey @Crocka91 and welcome to the community.
Sorry to hear that your parents are having issues with their number porting. The advice from @HowardML is 100% correct.
I can look into this further for you from here but would need to confirm your parents details via a private message. Please look out for the message and we can get started looking into this and make the arrangements. if you have already spoken to the team, please ignore my private message.
Regards
Steven_L