"but not much explanation other than 'yes, we know about it',"
This can sometimes happen, and in some cases its just a mystery for the service provider as the customer. I have had this on a number of occasions with my ISP TalkTalk and BT OpenReach.
Huawei MateBook X Pro (2019) review
Magical mystery tour - Artist colourfully customises bus to promote positive mental health
Apple Streaming Service Release Date & Apple TV Subscription Rumours
Quel est le meilleur iPad ?