and for the record, I did not tell them it was sky initially, she said 'another provider' was taking over and then started questioning who it was. I do not know how legal this was. I said it was Sky. I didn't see why it would matter much seeing as though they know I'm leaving anyway. Maybe they are told to ask by management to see where they are losing customers.

As has been said in the thread, getting the MAC first would have avoided confusion, but no matter.

Let us know how things go, because from what you just said it is possible there is a fault or poor wiring at your end.

We can help with that, as an engineer callout probably wouldn't, and could also cost getting on for £200.

They also asked several times whay the reason was for moving was it financial ect ect

If you were insistent on the MAC, then I can understand them suggesting what they did. They were trying to get you a MAC the only way their system would let them.

You need to talk to Sky, who are partially at fault for not explaining the situation, of note it is worth saying that with full LLU you cannot move the broadband or line rental to another provider without moving both products. Also returning to a WLR or BT line rental deal later is more complex.

An ISP is at liberty to ask, but no obligation on your part to say who.

Perfectly normal for any large company, that wants to build a picture of why people are leaving

The reason being 20 kilo bits per second is sub dialup speeds, and if that is for HTTP traffic is very bad.

If its for torrent type traffic at peak times, then possibly to be expected. Be aware that with Sky LLU congestion is starting to show in some areas.

In reply to a post by steveyruss:

They also asked several times whay the reason was for moving was it financial ect ect

That's normal, from all ISPs. It usually leads up to what is called a "Retention deal".

For future reference, you are of course under no obligation to answer any such questions.

Yes you are correct, a rep from Sky told me that I needed a MAC but I didn't ask anyone else in the company and the only other person I've spoken to from Skyis an engineer and he didn't mention it. I will ring them now. I assumed I needed one and started chasing BT for it. This is obviously a failing on his part.

As for BT customer service staff don't seem trained at all and seem to be reading troubleshooting guides this would explain why they told me I needed to cancel if they are ticking off boxes. It doesn't excuse the general rudeness though!

Thanks for your help again!

To be fair I do not need a perfect line, I don't download much or play online shooters or anything, but I don't like paying out monthly fees for a supposedly 20mb line which takes 20 seconds to load simple web pages at peak times. If Sky's service isn't much of an improvement I will look at an independent company. Skys offer was a bit too good to turn down though especially with the TV which had no fitting charges.