[Russ]

I've never been a fan of Indian callcentres and this is just another reason why.

My dad passed away last month so my mother wanted the BB account put in her name. We were told it would take 30 days (that in itself was an issue but never mind) so we jumped through all the hoops and today she had a call to say the change over would happen today but the BB would be off for an hour or so. Fair enough, that's understandable.

Two hours later it was still off. I call tech support and spoke to an agent who could not understand the concept if an account being passed over after a bereavement. So that took care if the first 5 minutes of the call.

In fairness she did her level best to hide the fact she had no idea what was causing the problem. We went through all the usual ("please to reboot your modem Mr Russ", "please to check all cables are connected correctly" etc) fob offs.

I told her the 'ready' light was not constant and she said this meant a tech was needed to come out as the problem was obviously either the cabinet or my mother's equipment. I knew both were BS. Nothing had changed in the last few hours other than the account was swapped over. She went off to speak to 2nd line support but came back and said he agreed that a tech visit was needed. I insisted on speaking to this 2nd line guy and after much resistance I got through to him and he explained the issue to me straight away - the mac was locked as it wasn't taken off the system properly in the first place so VM's security thought it was a cloner trying to break in and booted it off.

That makes perfect sense. He also told me that's not what she had told him first of all.

If I hadn't have kept pushing this stupid woman Id have been fobbed off and been waiting for a tech to visit who wouldn't have been able to fix it anyway.