Guys, I wanna ask, if i port out from ookyo, i must have the sim working to reply the SMS right?

Okay heres the story. I lost my phone last last week, thats 24/4/2019. So my Ookyo sim card went hilang as well.Then immediately, I request a new sim, but they took a week plus to deliver to me. Once i got my hand on the sim, it is not activated/spoil/ or god knows what shit happened, the sim wont work. IT's been hell for me, cause it's been 2 weeks without my cell network.
P.S: Their cs is bs-ing with me.

TLDR: Can i port out of ookyo given the sim they gave me is spoil/their cause? What i can do? I need my working number asap.

What can I do? Their cs won't reply me.