Good point, Chris. Trying not to laugh - especially as (the lesser-spotted) webchat is available between 0700-2230.
BT is a huge concern - DV (local roadshows across Scotland just now), local engineering work and hub issues (did not know about green phone socket on current models) highlight the need for more proactive communication.
Customers simply need to know where they stand and how quickly issues can be resolved, especially when we take their smooth running for granted (famous last words?!)
