As I think Colville might agree, it's hard to overemphasise the level of chaos. My complaint line went to BT and was fine. The problem was that he had to get info from OR and his only contact was OR customer service which was the normal level of customer service you find everywhere ie didn't answer the phone, didn't give any sort of sensible answer when they did etc.
And they were one company, OR was BT's only supplier. "Our computer systems don't talk to one another" the BT guy said, by way of extenuation.
Try Ofcom