Prior to the period where it has all worked well, I had occasion to write to Dunstone and he ignored me so I wrote again and he still ignored at which time I just couldn't be bothered! But you are right they do blame the customer.
I also have to say that I like the deal I have with them which is somewhat better than their current deal because I started with them 4 years ago now. Until now I have had no need to complain but everything seems to be working including the phone - which my wife is now making great use of!!!!!