Sorry to hear about the problems with your upgrade. Although we can't process upgrades from here I'd be happy to take a look into what's happened and see if we can help push things along? Just get back to me via PM and we'll take it from there.
If you'd still prefer to leave - you can get a PAC via these methods if you've still not been able to get it sorted on the phone.
- Sign in to your online account and select Switching to make your request
- Text ‘PAC’ and your date of birth (in DD/MM/YYYY format) to 65075 For example: PAC 01/03/1984