Hi Katie, went through a load of technical stuff with them not long after joining and again months later, was sent from pillar to post to all different departments, in the end the technical department tried to sort it, said they'd get back to me with a possible reason....that was approx 12 months or more...I just left it at that, can't be bothered with the lack of knowledge as to why. As I said, come my contracts end I will be leaving for Virgin, pretty gutted as I was with BT for 20 odd years with very few problems....that's not the only problem, there are more but my mind is made up. Tha ks for asking.
