BT's 'customer service'...isn't.
And good luck with your complaint...you'll never hear from them. They are unbelievable. We had dreadful trouble with them when my Dad died as they kept 'not cutting off' the phone no matter how often we told them. They eventually threatened us with court and I told them they could whistle for it. Guess what-they owed us money. Barely even said sorry to us. What made it even worse was that my Dad died while talking on the phone to my sister.
I won't repeat here what I think of them..but I expect you can guess.
Sun is shining and I need to make dinner. Hope the birds are enjoying all the food I spilt on the gravel earlier...