Second service outage in 2 weeks - Should be 1 start but the technical staff are very helpful

Home connect have very helpful staff but unfortunately, the product is not what it used to be. I have been a customer for about 6yrs without issue, but have now had 2 service outages in as many weeks. The first went on for a week without much urgency. The second is a result of a move that I was assured wouldn't cause a disruption in service. Yet here we sit 3 days later and still no service. The best part is that I received an invoice for the address transfer, yet we don't have service. Home Connect says the fault lies with Route Networks, but I don't understand how more care wasn't taken the second time around to make sure the issue was addressed? and taken care of. I would never have reviewed on Hello Peter until I received a mail from Home Connect offering discounts to customers who reviewed them on Hello Peter.