Yes, in the end (after nearly 3 hours!) someone bothered to reply. Then it was a painful back-n-forth, with me having to wait 5 minutes before the reply to each msg (why take so long!!!?). Ultimately, the person was of no use anyway. So a complete waste of time. She did confirm that my contract expires soon. So I suppose that was useful, becuase now I can find a better provider and move away from EE.
