Issues with our "Supplier"

I've not been a customer of Zen for sometime, until my recent new installation that has gone terribly wrong, but I've notice a subtle terminology change in communication with Zen. As Zen is buying service from BT's infrastructure it is curious how Zen customer service goes out of their way to avoid saying we are having issues with BT, but rather say they are having issues with their "Supplier". When questioned if it is BT that is causing the issue, they will "fess up", but will still go to the party line of "Supplier" rather than "BT" in any subsequent conversation with them.

Has the mere mention of BT as a dependancy of getting any type of good service from Zen been that horrible where Zen customer service needs to use word play to to avoid using the dreaded "BT" acronym?

BT may be the wrong word sometimes, as if the issue is the copper local loop then its actually Openreach

Openreach and BT Wholesale are divisions of BT Group so technically the same company but the term is most probably used generically as they will probably have to deal with both to get an issue fixed,

Edited by techguy (Fri 09-Aug-13 19:50:51)

with their LLU network there will be cases where BT Wholesale are involved and others where they are not. Potentially 3rd party backhaul providers too.

I would prefer ISPs to refer to "their suppliers" rather than imply end users should be calling BT as often happens. Implies some sort of ownership.