What sort of total bloody idiots actively ignore communications?
Our favourite telco have changed their systems now so that when we update a fault they say Please note only the parameters "CP contact & access details, hazard notes, and appointment info" will be actioned.
I.e. they are now ignoring the note deliberately.
This applied even when the note we are adding is "The fault appears to be fixed so you can close it now".
Sounds like time to make our system automatically email our account team every update.