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When I had a similar experience about my phone line I ended up shouting at them to pass me to a British call centre - after a few minutes they got the message and transferred me. The problem was solved within 15 minutes once my call reached these shores !

Had Sky and kicked them out as I got fed up arguing about having to pay a call out fee and charges for replacement boxes. Moved to Virgin and not had an issue with them - even all faults are fixed for free and quickly. Too many bad experiences of BT's phone service in the past to want to even...