ok... hopefully we're getting to the light at the end of the preverbial tunnel.
mr. S was very helpful and apologetic, i was pleasantly surprised NOT to be palmed off to yet another department with a whole new call queue.. he promised to sort it out... and .. it looks like he has
my wife got a message (i gave her mobile as the point of contact) even before i could email her to tell her to be expecting a call..
still not impressed if this is how i have to go about getting things done in future though
i've now got an install date of 5:30pm onwards tomorrow