Unable to assist with simple request

This morning called Telkom to upgrade 2meg line to 10meg. The call centre operator was very helpful. BUT then technicians called and apparently line is not with them ... even though bill states that it is. Called back to call centre and the operator without stating her name just transfered the call when she heard there was a problem to a department that could not help. And now I sit AGAIN for 25 minutes to get the call centre again. Great service TELKOM!