Upgrade problems

I have tried to do an upgrade online 2 weeks ago. I received a message saying an agent will contact me. No one did. When I phoned now the agent said she cannot give me a number I must upgrade online (which i have tried) or go to the store. I dont feel safe going to a mall in this time. Arent we promoting a "stay at home" way of life? If there is a backlog I do understand - can't telkom just communicate with their clients? This contract is 7 years old. Should I then rather cancel it if I cannot upgrade? Should I wait longer? The call centre agent did not have any answers she just said she doesnt deal with upgrades.