My in home display packed up 2 years ago. Called several times in the interim and got precisely nowhere. Call handlers spectacularly unhelpful so gave up on it and relied on the (not so great) app.
Due to a change in circumstances at home, we are now on the priority register thing. Mentioned it to them and wonder of wonders, within a week a replacement turned up. No instructions just a "please call this number to activate and connect your IHD". So I did. 54 minutes on hold. Got through to be told "Please email a photo of the bottom of the IHD with the barcode and numbers clearly shown to this address and it should be connected within a couple of days". That was it. Best part of an hour for something that could have been included in the instructions! Surely putting that on the "please call this number" leaflet would save them paid man hours and me pissed off woman hours?!
I think I found out today where a lot of the price increases have gone, on call handlers that wouldnt need to handle many fucking calls if they just included one line on a leaflet. The information isnt even on their website, I did ask!