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You are given favourable support from the engineers if you're a BTY customer. I was told as much by one of their CS people when I was still a customer. The longest it ever took them to sort a problem was about 8 hours (and that was a pretty major one).

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As usual, that CS person was talking dog poo. I have several BT business lines with business DSL accounts and from what I experience, you have been misinformed.

BT have no influence at all over Wholesale, I know because I have been in the middle of them both many times to the extent that a BT engineer who knew EXACTLY what the problem was couldn't fix it without a work order from Wholesale.

I went with BT hoping that there would be some sort of informal chinese wall between them, no chance, you might as well go with any ISP. I have waited several days for BT to sort out DSL issues with BT Wholesale.

It's so pointless that the latest DSL account I opened is with Zen not BT.

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And I get that service from Dell for my servers.

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Good luck getting parts for your Dell in a few years

IME Dell have been OK with parts for servers up to 5 years old (the limit of their support). Then we replace them, and use the old ones for something less critical.

Paul

BT have a 'ring fenced' team for Enhanced Care. They've been operating the service for several years - it isn't a new thing from BT.

regards,
Phil.

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IME Dell have been OK with parts for servers up to 5 years old (the limit of their support)

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Indeed. However I have found that the parts they replace have not been the same spec as the originals and it caused me no end of problems. I don't have that problem with IBM and HP, but each to their own I guess...

Yeah I didn't really mean it as a dig at Dell, we used to use their kit, I just like the HP build quality and management tools a bit better.

Really I meant that if you're paying a premium price you don't necessarily get any better service when it breaks i.e. paying Zen more doesn't count when the problem goes to BT unless you have the Enhanced Care.