Telkom unable to re-locate ADSL Line due to system upgrade during business hours

I've been trying to re-locate my ADSL line for this past week with no luck. Today their excuse is that their system is offline, because they are doing a system upgrade. Who in Telkom is in the position to make this bright decision to upgrade a system during business hours, and let call center agents go sit at work unable to assist Telkom Customers ? Like really, who is so bright to approve such a disaster during business hours ?