We do appreciate the frustration this may cause clients when trying to contact HMRC, especially as the agent helpline was shut down last month, and we can confirm from our point of view that it was a massive failure.
This temporary closure will no doubt cause further inconvenience to clients trying to resolve issues with their personal tax account, including PAYE coding notices, especially as no notice was given of these changes.
The payment helpline 0300 200 3822 does remain open, and time-to-pay agreements can be applied for through your online account if needed.
HMRC acknowledge that they have massive resourcing issues, and rightly or wrongly, this is part of their attempt to address the issue.
We wait with bated breath!