Customer Options

[#1]

Is customer options still open 9-8 and are you routed through the normal sales/fault system or is it a drect line?

[#2]

Yes the Customer Options/Cancellations Team are open Monday to Friday 9.00am - 8.00pm (Except Bank Holidays), Saturday: 9.00am - 5.30pm on 0845 140 6002 or 0330 123 9197 (or by selecting the appropriate option on 0800 432 0200).
A queue for an agent is still likely though it's "their" direct queue.