'....the girl I spoke to first kept going to get advice (!?!)' - BT are desperately trying to train up new staff in time to bring the support service back in house by whatever date they committed themselves to. Believe me, going off and getting advice is by far preferable to the spotty adolescent I had at the other end of the phone week before last. Exuding total disinterest he gave me the impression that he was sat there with his latest comic in hand. It could have been that he had the mike on mute as his supervisor directed him in his answers but it felt like studied indifference!!
Having mistakenly been cut off by the guy in Bolton I think, as per his explanation, that that is lack of experience with the hardware. At least he spoke his accent at a speed that my ears were able to translate