Interestingly, I've just encountered BT's helpline: the verdict was 'very helpful'. Briefly, I was installing a Linksys wireless router to replace a BT modem which was faulty, and (although I downloaded the quick install guide from Linksys) had an acute case of the stupids. Just couldn't get the thing to work.
The guy from India - script or not, I don't care - was most patient and to the point; tolerated my continuing stupidity. A couple of times I admitted to making a complete hash and offered to ring off, reset the router and get back to him, but oh no, he insisted that his job was to help me make it work. After 20 minutes we connected.
I'd like to boast that it was all my own work, but in this case that would be a barefaced lie. Thank you BT.