Glad it's sorted for you. I'd agree on the customer experience you have had.
The standard support experience seems to me to have been made for scripted responses that will mostly fix issues with customers wiring or user stupidity ONLY. If your fault falls outside of this, you still have to navigate the advisors script first and even then, you will have a very unproductive experience moving forward.
Personally, I wish I'd found this forum before I'd wasted 2-3 weeks on the standard support first.
-- If I've been helpful (or amused you) - Click the Star under my name. I'm Just another satisfied BT Customer. 😉