Call centre not able to resolve a login issue after being on the phone for 2 hours

My catch-up stopped working. My account is paid by debit order and not in arrears. I phoned the call centre 16 September at 17h46 and was on the phone for 43 minutes without the agent being able to resolve the issue. He said it would be escalated and someone would phone me yesterday. I phoned back at 19h05 and after 22 minutes the call dropped. I was hoping someone would call me without any luck. I phoned again at 19h27 and was on the phone for 51 minutes. Again the agent wasn't able to resolve the issue and said it was escalated. I am still waiting be called and the issue resolved. I a giving a 2 star only because the agents were trying to help.