We just had to keep pushing and threatened, paying for a service we were not being provided, I contacted making a complaint and made a proper complaint then got put through to the digital resolution team which raised a case but then .. who then said we know it's known issue and how they are working on it, I then emailed back saying I get its a known issue but with this community how it Shows it's an issue and has been for years I asked what's the resolution and going to be the final solution as I was paying for a service you can't access and that doesn't work and they had no choice to let us leave free of charge, ending our contract free of charge
This was after how they'd call when I was at work and even when I said to call back after work and how they said they would and they wouldn't then they'd close the case, or close the case claiming they've called when they hadn't claimed it had been solved, they will keep trying to fob you off
So just complaint, complain online, and don't bother ringing.. so you can get your point across as on-call they don't know what you're on about make sure to put your foot down - you have to have a valid reason though and it's how you word it- I mean they wouldn't normally do this.. just demand they either reduce the bill if it isn't going to work or leave for free.. if they aren't an outcome then what are you paying for especially like us when we couldn't change the password. Access settings etc
