You should be able to email your complaints handler directly who dealt with your issue previously.
I was never given an email address, all communication was done via phone, basically me leaving a message on their answer phone and hope they get back.
That's why I always emailed the CEO and Chairman where the emails was passed onto my Case Handler.
Plus I no longer have my case handlers phone number.
Sadly like I have said both of those email address are now refusing emails.
I will try and phone them in about 8 hours and if no joy I will ask them to put me through to my case handler, I know its still in the account information along with all the emails from my local MP and myself.
I wonder if I phone Gavin on his direct line will get answered
I also have their switchboard number, probably won't phone those two due to they are not free numbers and knowing my luck I will be put in a long queue
TBH I just cannot see what the issue is here, I currently have FTTP with Infinity 4 speeds wanting to upgrade it to the 50Mbits up like it says I can get on the BTWholesale Checker.
I hope its not due to me having FVA, it would be stupid if it was that, I know none of the checkers recognize my phone number since I moved the phone with the same number over to FVA.