In my experience, there is simply no point in trying to resolve or progress anything with the sub-humans who work at the customer service centre.

I set out my complaints (regarding them causing me to have a loss of connection and consequent problems in dealing with their staff) in writing to the Head Office address (which they seem curiously reluctant to publicise) and made sure that my letter ended with 2 particular points:

1. A threat to go to the BBC programme "Watchdog" and/or Consumer Affairs columns in the national press.
2. An offer to discuss the matter on the telephone, at their expense, by them calling me on a specified number.

About 5 days after I sent my letter, I was called by a "Customer Relations Specialist" who was moderately helpful and I was able to negotiate a compensation payment from them to me for the sheer inconvenience caused and the subsequent expense and utter pointlessness of trying to deal with the individuals they employ at the customer services centre.

You should send your letter to the address below and not to the Rotherham address they will try and give you when you call the customer services centre:

For the personal attention of Mr K Miley
Customer Relations Specialist (Head Office)
Wanadoo UK plc
The Malthouse
Chadwick Street
Leeds
LS10 1LJ