Re: New builds
"Often, call centre staff can’t change it either."
I had an issue with Netflix the other day, signed up via the Virgin Media STB. I went around the loop of Netflix/VM/Netflix/VM about four times, each saying they could do nothing, call the other. Eventually I got a tad annoyed and on speaking to yet another VM 1st liner and reciting the sorry story all over again I said I was getting so annoyed I was tempted just cancel the entire account. Next thing I know I'm on hold for 30 seconds and then speaking to a nice lady in Scotland who sorted it all out for me.
She was in the retentions department. The very mention of cancellation triggered a whole new process which resulted in a shitty "user experience" suddenly ending with a decent resolution.