I agree with you. I mean I can understand not giving the capability to the first support level but once you have gone past them, one Profile Reset and see what happens. Problem persists or repeats and is obvious, from the speed, that it is not just a noise issue of some kind, especially if the line has been at a much better speed for a relatively long time before that, and then you can send out an engineer and I would have thought that much cheaper for them. BTW, when I first joined BT last summer during some of the bad weather when BT had some problems my profile was knocked a few times maybe 6'7 weeks apart and going through their online support form and explaining the problem, twice they reset the profile remotely within three or four days and everything came good until a happened again maybe 6 or so weeks later.
However, the third time I had a real plonker who just flat out insisted that it just wasn't possible to remotely reset a profile and when I told him that I had already had it done twice in the past four months or so, he then just refused to do it and insisted that I would just have to put up with it. I kept on and on and eventually got through to the next level of support and met roughly the same intransigence and it was only when I threatened them with the OFT that they finally reset it remotely again the next day
It then sort of stayed OK until it started deteriorating a few months later and then dropping out for short periods and reconnecting when in the end my upload speed had dropped to under I1 figures and my download speed was about 60% of what it should have been and it was fairly obvious to anyone with a clue that a fault was developing somewhere. However, going through the mains telephone support again proved next to impossible and in the end I got so fed up dealing with clowns that I got the the Newcastle team involved by emailing the CEO.
Fair play, once they got involved, they immediately said themselves that it was obvious there was a fault, sent out the engineer I mentioned previously, who really was good. He fixed a few dodgy connectors, reset my profile and watched while I ran a few speed tests using my preferred method before asking if I was happy and he went on his merry way. Also, because it happened just before a double bank holiday and due to the delays caused by the incompetence of the support staff I talked to, another couple of bad days were added to the total time without a decent connection, I got a sweet deal from BT in compensation, fair play. I effectively get the next 18 months of I2 at half price so I can't complain at that.
Plus, apart from a little bit up and down the first few days after the repair, my connection has now settled at the expected, for my line, of ~72 down and 19-20 up and is pretty close to rock solid 24/7. When it works properly, I2 is a great product. Just such a shame about the telephone support staff and their nonsensical scripts.