Well originally I called at work around 10am and got through to CS. The lady seemed fine with the call but her answers were vague. I decided to give her the benefit of the doubt and she advised I would get a letter stating the date and time of the engineer visit (i know i know - such a letter probably dosnt even exist) but When I call them they just tell me her account is closed
They have pulled all the stations of the STB, even freeview channels dont work lol.