Best bet at the moment is to call, ideally as early as possible around 9am, I’ve been able to get through to them multiple times at this time, almost immediately. The customer assistants are always reasonably knowledgeable and understanding of my questions and say they will resolve the issue. HOWEVER, I’m still waiting for certain issues such as: missing statements and migration back to the Vari-Fair Tariff from the Smart Tariff to be completed.
So while phoning them is currently the only reliable way to make sure a human is addressing your problem, it is still not perfect. As for emails, these seem to be ignored, I’ve sent two and they stated they would reply in up-to 5 working days but after +2 weeks of waiting I’ve not received an email reply.
The forums are also relatively useless, except allowing us to get an idea of how many other members are having similar problems.