All customers should escalate via the IT Hub Portal first – using the ticket that has previously been raised. 

Navigate to the IT Hub Portal using the shortcut found n your computer desktop:-

On the page that opens, you will find your currently open tickets listed at the bottom of the page :-

Click on the relevant ticket to open it, and you will see all updates on the ticket. At the bottom click on the ‘Add Note’ button to add further information or request an update :-

This will send you message to the engineer, or team dealing with it.