Hi Apulmax,
We are brother's in arms. What some of the mods on this site do not understand is that whilst it is important to get a fault fixed, the way BT goes about it is extremely incompetent. I too have a long career in IT & networking behind me. I set up a European remote support organisation for one of the major oil companies about 15 years ago, so know how one deals with real humans over the phone to fix their busted computers or networks. I sent Warren Buckley a list of the idiotic things that BT does - like closing a fault without checking that it is fixed with the customer, and what they don't do - like having different protocols for dealing with new and ongoing faults, like getting your staff to update the fault tracking website the users have access to, like being proactive in fault fixing, and most seriously - having adequate monitoring on services to flag up problems before the customers spot them. Did I get a response? Someone phoned me up and left a message on my answering machine about a week ago, but then they seemed to give up.
I like the idea of getting Warren Buckley on watchdog to answer some of these questions. I'd give him a grilling.
