I did contribute to another thread on the problems of the BBC a few weeks ago & wonder if this should link up (don't know how to do links or should that be for someone in charge of the site?)  I know it was possible even earlier this year to use the numbers shown on this site to contact the BBC but no longer, I think your supposition that staff have been told to refuse calls is correct, from my experience.  Basically, the BBC don't care about customers and I feel they actually wish to discourage viewers/listeners from contacting them.   I did make a fuss to them at the time but received the usual meaningless platitudes in return.   There have recently been public meetings with the Governors but don't know if the issue of telephone numbers was raised.   Oh and don't bother with the email to comment/question either because they send you a meaningless response but it is from an address which is send only so you can't reply!   Ah public service broadcasting!