I emailed the CEO of BT Retail last week, and to give him credit, he came back to me within 2 hours, so I was upgraded to an executive level problem solver. That has speeded things up - hardly. Phone call today from some nice help centre in Scotland rather than Mumbai, to say that the Engineers' "Centre of Excellence" (sic) want to visit the house - but not till next Weds - you could not make it up!