I'm not sure whether an engineer can activate it without your permission and I can't be bothered to install it to see if runs on startup making that possible. Otherwise if it is a case of only running it when asked by support only then would I expect them to have access. Though of course as I don;t use it and have no intention of installing it to see, I am only speculating. Plus, I noticed on a FAQ page earlier that the software can alert you about real time problems it sees or suspects developing, suggesting it is meant to be left running in the background.
Also, MikeVybiral mentions the support person actually taking control of his PC. Logically he then used MikeVybiral own browser to access the BT wholesale speed test. Then when he left the browser page open when he had finished, MikeVybiral clicked the further diagnostics button/more info button. Also, I don't know whether MikeVybiral used the desktop help software but ASIUI it does includes the ability to allow support staff to remote in to one's PC to carry out diagnostics or to help tweaking or setting things up, e.g. email settings and the like.
Which is what I expect he wanted to do with you and your email problem and the 'insist' bit is possibly a matter of interpretation of the words used.
Edited by jcym (Tue 02-Sep-14 18:10:31)