You can barely make up the stuff that goes on with these ISPs.
I recently had a problem with BT so they said they were going to send an Engineer to take a look at the connection in my home. Said engineer was dispatched, he called me to ask to be let in, I went to the door to let him in but he wasn't there. He said he was at the address for sure, after some back and forth I realized he was at my old address from a year ago, he was in Glasgow and I was in Manchester!
How I laughed! (not).