Some please look at ticket 75392899 and escellate it with OR?

[#1]

I can't help feedling if I was with BT my phone would be fixed tomorrow (based on the SLA) but because I'm with PN and the call was logged wrong I have to wait till Friday?
Now I am also really annoyed you took away the MxLast facility. 

[#2]

Hi Lorian,
Sorry to hear that you've a fault. We've reported this to our suppliers as soon you reported this to us.
There's no time difference in how long this will take to get resolved whichever provider you're with.
We'll chase this up and keep you updated.
What's the reason why you would still want the MxLast facility?