I did find that they have a customer user Forum. You might get some answers that are more truthful from here rather than making that dreaded phone call.

New Improved Customer Forum

Some of you will already know about our user-to-user forum at www.idnetters.co.uk, but for those who don't, many of our more knowledgeable customers are regular posters there, and will do all they can to resolve any problems you may have - especially useful when IDNet's offices are closed.

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