Is anybody having an issue cancelling their contract because their account is locked on pre-active?

[Debbie33]

Is anybody having an issue cancelling their contract because their account is locked on pre-active following a request to be upgraded?

I still haven't received the upgrade and it's 2 weeks since the request. Disappointed with the service so have requested to cancel only to find out that due to the technical

issue with the upgrade they cannot cancel my account either. Just wondered if this was just a one off issue with me or if anyone else has experienced it