[quadplay]

I can assure you all that ntl Technical Support staff do not read from a script. All answers come from the agent's personal knowledge, which should be backed up by use of the Intranet. Unfortunately, some agents have a tendency to embellesh, and although all new agents are told in training not to say anything unless they're sure it's correct, there are plenty who go ahead and do it anyway. Oh, and 85 minutes queues are getting thankfully rare again.

It's just as frustrating for those of us who work there and do know what we're talking about, because we then have to bend over backwards to apologise to the customer who rings back to say he/she's just spent £40 at PC World to get his or her PC checked, only to be told it's not a PC issue. Having said that, it's not unusual for PC World to say that even when there is a PC issue...