Hi Karl
once I texted to say the fault had not been rectified I was prompted to phone in. It was explained then that the window had indeed closed but instead of escalating from scratch again I would have an engineer immediately booked for either Friday or Monday and to await a text from the network service centre. However all I received was the same text as Monday, i.e. "....we need to book an engineer visit....to book by text reply SMS, or book by phone....". However as on Monday this text has no facility to reply to so I will phone 0870 0873536 in the morning to confirm the booking slot. The previous text had a ref of 12647169.
many thanks!