Bad Service - Sim Swap

I have been trying to do a sim swap on my Contract phone for the past 10 days, and I have been to a Vodashop more than 3 times now and every time the system is offline and I was given *** number to call so they can help me with a sim swap at home as every time I went to the store the system has been offline. Now I have called the customer number for more than 8 times and the system is still offline and they can't assist with a sim swap because also the system is offline. How does a system be offline for more than 10 days nows, how and where should I go to do a sim swap since, I can't get assistance at the store or the call center ?