I have always dialled the UK phone number, and I know my calls where handled by agents in various different European locations: Amsterdam, Prague etc. and they could solve every query (even some tricky ones!, I could name some PSL superheroes, but I won't) and I considered the PSL to be one of the best features of FB.

But for the past couple of months I have noticed that now the PSL has become very poor in comparison. So my assumption was that FB made 'enhancements to the customer experience' aka cut costs by making a worse service by moving it to some generic call centre far away filled with agents with little knowledge about FB, very limited problem solving ability and have poor telephone systems.