Thread hijack, but relevant
British Telecom is so huge and unwieldy that the left hand and the right hand have no idea whatsoever what each other are doing. Some eight years ago I moved office, a move of less than 100 yards. At some idiot in BT sales's insistence, I installed new lines, on to which the broadband would be transferred. Needless to say, sales managed to f**k everything up and we were without broadband for over a week. The arrogant essodee told me it was not possible, or permitted for me to speak directly to the engineers, and everything had to "go through the system". When I advised it was their, BT Sales wallahs, screw-up, the cheeky b'stard hung up on me! It ended up I had to install YET ANOTHER PSTN line to get broadband back! I told the BT person that if Virgin Media could have provided service through their network, all BT equipment would have been ripped out and chucked down in the car park!
Now all our telephony is via a third party who DO have direct relations with BT Openreach (the part of BT which owns and maintains the cabling infrastructure). Far less stressful, the person I talk to knows what I am talking about and can talk directly to someone who will "fix it."
I despise BT. They are still, after 2 yrs, sending me bills for non-existent services they claim to still supply. Useless, incompetent, inept, stupid!