telkom going backwards trying to go forward

HI i currently want to upgrade my telkom lan line to an adsl line telkom has on special. they advised me that i need to cancel my lan line first with a 30 day notification.

firstly none of the branches know how to even register online and download a form. i have been trying from the start of this month and two weeks later i am still in the same place. when i managed to create my account ,and download forms and submit to the advised address it is full and cannot take more messages. i am disgusted by the incompetence of telkom .