>Perhaps do it the old fashioned way and ring them up 0344 318 8800.
I intend to do exactly that next - but the email had technical information and its not that easy to wave your arms around on a telephone to descibe such stuff (well you can - but they cannot see you too well). Also I prefer doing it via email initially as you can let support people deal with/think about the problem at their leisure and not have to drop everything to deal with it.