Poor service

The worst network provider with the worst customer service. Called 081180 on 6/8/2021 at 13:22 to advise I won’t be upgrading both my routers but want to keep the number as prepaid, the lady that assisted advise she will send the request through but to my surprise the numbers were disconnected. I called today 16/8/2021 at 17:17 and I spoke to the most unprofessional person ever! She had a baby speaking on the background. She took my ID number but advised she won’t be able to assist without the cellphone numbers, I advised her I don’t have them as they are on the routers, the SIM card have been disconnected so I can’t access the numbers on the website or App. She advised I must call 10213 knowing very well they closed for the day. I enquired how come she is not able assist with the ID number whereas the agent I spoke to on 6/8/21 was able to do so, she advised she does not have the same access, she then dropped the call was I could not even rate the call. Called 10213 and discovered they were closed and I called back at 17:29 I was assist by a lovely agent which she request EITHER my ID number or cellphone number to assist. Now why do your agents have the same access? I think I made the best decision for not upgrading and even if I was considering it, that is alllll gone!