Don't suppose you know anyone who works there do you? There is an action line that employees can call for situations just like this. There is a team dedicated to resolving issues such as this, which from my experience were quite common.
I no longer work for them so can't help but if you know someone that does then it's an option.
For reference though, as much as they might appear to not give a sh!t they really do so stick with it, they will sort it out. I am now (for the next few days at least) a Virgin Media customer and trust me when I say this, it really doesn't get any worse than these guys.