Telkom call centre and ADSL issue

I saw on the Telkom website that I can upgrade to 40mbps, I then called the call centre to upgrade my service, after holding almost an hour because the agent's system is slow she repeatedly said there is a issue when entering my address number (while speaking to her you can clearly hear she has no idea what's going on) and after a while she just said:\sorry we cannot assist or upgrade". I asked here why the website says we can upgrade and she told me to hold while she speaks with her coach. She then dropped the call which is completely unacceptable. As I said"