Hi sueowe,
Thank you for reaching out to us in our community and welcome, I am sorry to hear your parent's number port hasn't happed, I have tried to have a look our end however I assume you haven't logged her with your parents details.
TI will be happy to look into this for them as long as you are able to clear account security, so I can help further I will send you an invite into a private chat, please click on the purple envelope to accept.
Regards
Paul.