As long as its a freefone number as this may take some time. Ring your broadband (or email) provider past UK working hours. No doubt you'll get to some part of the sub-continent where "Eric" is willing to help. Inform Eric that no matter how many times you try to download the Spam song, it never appears in your inbox
"do you know of it"
"know what sir"
"oh yes sir"
"it doesnt appear in my inbox"
"you may have filtering on sir"
Pull up a chair and the tale meanders ...