help required

cd02

at the start of jan we up-graded our 256 line with tiscali to a 1mb line, which should have been done within 96 hours. A couple of weeks later and still nothing so I called them lastnight (which was a task in itself). After hours of waiting, running tests and been spoken to like a child, they concluded that the error was on their behalf and that i needed to go back on the website, request a down grade and then in 4 days request another upgrade. at this point my laptop had just died so agreed to do as requested. PROBLEM >> logged on to down grade, there isn't a down grade option.. tried called tech support, no answer and i've been trying since 8.15 this morning. called billing to see if they could help, nothing, asked for complaints and they say i have to write in. so can anyone help me out here, i know there's any english speaking complaints department somewhere i just need to find the number, has anyone got it ? can anyone suggest anything else ? and please don't waste posts by saying "stay clear" etc as i'm already with them !!