Adsl line to be released into holding pool issue

My new ISP informed me that I need to have my adsl line released into the holding pool but after being passed around like a joint between 10210 and 10213 and the chat option I am battling to have this done. We had a line with Afrihost and are moving to WebAfrica now. I am battling to do it online after convincing my 70 year old mother in law to let us sign her up on the telkom website. There has to be another way other than online! I need assistance, I cant afford to sit on the phone all day! I cant afford with no wifi at the house to sit online all day. Why is this made so impossible?