cant walk away yet, got a call from TT customer services today out of the blue wanting to know what the issues are. They will contact me with an answer to my queries as soon as they have completed their inquiries. By the way a lot of presumptions in your post which from a business point of view would render TT useless and therefore out of business.
As a long time TT customer I can tell you that there are often times they don't know their a£&e from their elbow. You might be lucky and get correct info from them, or they might tell you any old guff, been there got the tee shirt. This is particularly true of their switch to Voip as I found out earlier this year. BTW TT are splitting the business up, probably to sell off some parts in a bid to stay in business.