I arranged some weeks ago for a provisional house move today. I was told I could change the date up to 48 hours before it was due. On 6th October I phoned again to say a move on 14th was unlikely and the date was put back to 23rd. I specifically asked the Order Updates handler to ensure this got through to the engineers as I've had previous experience of a cancelled order being implemented anyway! I was assured this had been done.
Today I received an e-mail telling me the engineer had been unable to gain access to install the new line and I would be charged for the missed appointment!
I spent an hour on hold waiting for Customer Services so I could sort this out, only to be told all systems were down and I would have to phone back later. I tried again this afternoon and received a message asking me to call back tomorrow.
I can't keep phoning. I'm trying to prepare to move house.