Not in this thread he isn't, since ntl don't pay him to participate. He's made clear in his posts that he's professional in his work - this isn't his work.
Since ntl have a large majority of non-PC literate customers it's unlikely that the call centres would work better if the tech support was geared to PC-literate customers, which unfortunately means some customers being asked to do things that they find beneath them. Better than presuming a level of knowledge that most people do not possess.
If it were the other way round, I can imagine the Watchdog story now - 'ntl expect you to have a degree in computer science before calling them'. Racingdick is speaking from his personal experience as a *current* ntl tech - I think his opinions deserve respect as they're based on fact rather than prejudice. 107 minutes on one customer is above and beyond the call of duty.