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Online Fault Reporting not a 24hr service?

Reported a fault online around 3 o'clock this morning.  From my browser history below can anyone suggest why the fault wasn't recorded and it took a "complaint" voice call ending around 12:30 to confirm that there was no record of the fault, record the fault and create a new engineer appointment.

Screenshot 2023-12-28 12.21.24.png

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