[Gareth]

So is there anything that can be done to escalate things once an engineer has been out and determined that there's nothing he/she can do? You'd hope that if neither 1st line support nor an on-site engineer can resolve a problem, then someone more senior would step-in to investigate what's causing a breakdown.

Is it gonna take people threatening legal action before NTL's senior management admit there's something amiss?

Maybe those of us who are affected should club together to form a group of narked off NTL user, and kick up a fuss, contact Watchdog and create yet more bad publicity for the company, etc... Strength in numbers, etc...

Maybe then they'd listen and react accordingly.