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Can't upgrade broadband online

I'm trying to upgrade my mothers TV/Phone package to include broadband but I keep getting an "Ooops, something went wrong..." message when I try through the online account. Since she doesn't had access to the internet I have set up her online account and I'm accessing it. Appreciating the current situation but I have also been disconnected from the support centre on three occasions having spent 4 hours waiting. The automated help also just redirects to the web account.

Can someone from the service team respond?

 

 

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