Expected the usual 1 hour wait, now reached 2 hrs!

Trying to get through to the Call Centre is an absolute nightmare. I usually set aside 1 hour (already ridiculous), hit the 2 hours mark and gave up.<br> <br> Trying to assist my parents move their phone line back to their original residence. They moved their line from the house where we lived for many years to a new property and recently decided to move back the original house after about 5 years. When requesting the line to be moved back they got the message the new address cannot accommodate new services, therefore your line cannot be transferred.<br> <br> So, all I want to do is get some clarification on this, they have had that particular number for 20 odd years and they dont want to lose it.