Why is the call centre never available

I'm trying to get hold of the call centre to upgrade my package but clearly there is no way to get through. This answering machine keeps on telling me to dial *120*68584* but this number never works! how can you have your answering machine saying something to your clients but then it does not work. this is damn frustrating as I have tried this for the last month!!! what is the use of having dstv and supporting this company when there is no customer service available. I do not want to go on the internet as it is easier for me to call and do my upgrades or downgrades.