Connectivity issues

I had a great service from Simon last week Friday and he said whenever I had issues I can contact the call centre and ask for him. On Monday I phoned again because I had connectivity issues again from Saturday. Simon said he will investigate and call back to update me with regards to what’s causing my router to have so many errors. On Tuesday morning I phoned and was told that Simon is not available. I guess he is still waiting to get an update even now.