Catch Up Plus

First a call to the call centre. The agent was not able to help me ,promised that he would escalate it and someone would call me within an hour. NEVER happened. I think he could not help me because he did not listen to me. I had to get angry and tell him to LISTEN! So nothing happened so I resort to an email. I get a response with a reference number [ ********** ] and a message which syas "click on the link below for our live chat portal".Did this four times and it does not take you to a "live chat portal". A have a simple question; No Catchup Plus. Why? Explorer connected to internet via attachment