Simple line addition turned into a 1-hour ordeal

I tried to add a second line to my plan, but the website wouldn't let me complete the process. I called customer service, and the first rep I spoke with clearly didn't have the knowledge to help, she had to put me on hold repeatedly to ask someone else even the simplest questions. Had trouble explaining me the discounts and caused more cinfusion than help. That call alone took 30 minutes.

After that, I still couldn't activate the line on the website (no clickable options were available), so I was transferred to an "activation specialist." He then had to go back and forth with his back office for another 30 minutes before finally getting the line activated.

In total, it took about an hour and multiple transfers to do something that should have been simple and self-service. The line is now active, but this was genuinely one of the worst customer service experiences I've had setting up a new phone line. I would not recommend it.