I agree with everything you said. I had to ring them the other day, because my broadband wouldn't work, while my phone remained perfect. After hours of them asking various obvious questions, they told me I would need to speak to the phone section of BT, and then after another laborious hour or so, I was told that the phone line was to blame, and an engineer would be needed. Although they then said that we may aswell get a local engineer, as it would be cheaper than a BT one!
The indian call centres make it so much harder too, so the conversations last even longer...
