I'd go with incompetent. Line scheduled for install in February, then rescheduled to today. When the subcontractor from opernreach arrived he broke the ISDN lines for our business so we have no calls coming in and out, for the last 3 hours and its still not fixed. Engineer is clueless, says he didn't do, but it just happens to co-incide with the time when he was at the exchange. Coincidence, I think not. You can't even complain to Openreach which convieniently for BT are a seperate entity from BT themselves. The problem in this country is that we don't have a choice - we're stuck with BT unless we're in a cabled area, even if you go with another provider its still ultimately BT who install lines and fix faults.