I didn't receive any such email as it was a 'house move', is was previously on fibre for a long time at my old address with no issues.
I actually had a whole handling at the start even before connected as the employee lied to me about the price to my surprise at my first bill! Was a whole investigation and it was proved through recorded telephone call and ritified! The forum here and mods is very good, but ring though to the call centres and might as well talk to a brick wall! That's why I thought maybe o e of the mods could assist me in getting out.
I'm still laughing. Phone 0800 oficial complaint 5/6 weeks is long enough. Insist don't let them talk you out of it.
I'll be able to take a look at your connection again and discuss a the best way forward. I've sent you a PM, with details on how to contact the mod team. Please can you also include a day time contact number and best time for me to call?